SeniorAdministrator - Critical Incident Management
HCLTech
Date: 2 weeks ago
City: Lucknow, Uttar Pradesh
Contract type: Full time
Lucknow, Uttar Pradesh
Job Summary
The Tools & Automation Engineer plays a crucial role in enhancing operational efficiency through the development and maintenance of automation tools. This position focuses on asset management and ITIL processes, ensuring that all solutions align with organizational standards for quality and cost. The engineer will work collaboratively to deliver high-quality code and support existing projects while responding to client requests.
Key Responsibilities
1. Provide Advanced Technical Support For Critical Incidents By Applying Itil Methodologies And Conducting Thorough Root Cause Analysis To Resolve Technical And Security Issues Effectively.
2. Collaborate With Analysts To Address Escalated Incidents, Ensuring Timely Resolution Within Agreed Slas While Maintaining High Standards Of Service Quality.
3. Manage And Update The Knowledge Base By Documenting Solutions And Best Practices, Facilitating Training Sessions For New Team Members, And Coaching Analysts On Effective Incident Resolution Techniques.
4. Implement Proactive Measures To Enhance Operational Security And Mitigate Risks By Coordinating With Various Support Teams And Ensuring Compliance With Quality Standards And Regulatory Requirements.
5. Drive Positive Customer Experiences By Achieving First Call Resolution Targets, Minimizing Rejected Resolutions And Case Reopenings, And Ensuring A High Level Of Customer Satisfaction Through Effective Communication And Support.
Skill Requirements
1. Strong Proficiency In Critical Incident Management And Itil Frameworks.
2. In-Depth Knowledge Of Snow Administration, Bmc Remedy, Ca Service Desk, And Avanti Tools.
3. Excellent Problem-Solving Skills And The Ability To Analyze Complex Technical Issues.
4. Solid Understanding Of Service Quality Standards And Operational Best Practices.
Other Requirements
1. Itil Foundation Certification Is Recommended But Not Mandatory.
2. Relevant Certifications In Service Desk Management Or Incident Management Are Optional But Valuable
#body.unify div.unify-button-container .unify-apply-now: focus, #body.unify div.unify-button-container .unify-apply-#body.unify div.unify-button-container .unify-apply-now: focus, #body.unify div.unify-button-container .unify-apply-
Job Summary
The Tools & Automation Engineer plays a crucial role in enhancing operational efficiency through the development and maintenance of automation tools. This position focuses on asset management and ITIL processes, ensuring that all solutions align with organizational standards for quality and cost. The engineer will work collaboratively to deliver high-quality code and support existing projects while responding to client requests.
Key Responsibilities
1. Provide Advanced Technical Support For Critical Incidents By Applying Itil Methodologies And Conducting Thorough Root Cause Analysis To Resolve Technical And Security Issues Effectively.
2. Collaborate With Analysts To Address Escalated Incidents, Ensuring Timely Resolution Within Agreed Slas While Maintaining High Standards Of Service Quality.
3. Manage And Update The Knowledge Base By Documenting Solutions And Best Practices, Facilitating Training Sessions For New Team Members, And Coaching Analysts On Effective Incident Resolution Techniques.
4. Implement Proactive Measures To Enhance Operational Security And Mitigate Risks By Coordinating With Various Support Teams And Ensuring Compliance With Quality Standards And Regulatory Requirements.
5. Drive Positive Customer Experiences By Achieving First Call Resolution Targets, Minimizing Rejected Resolutions And Case Reopenings, And Ensuring A High Level Of Customer Satisfaction Through Effective Communication And Support.
Skill Requirements
1. Strong Proficiency In Critical Incident Management And Itil Frameworks.
2. In-Depth Knowledge Of Snow Administration, Bmc Remedy, Ca Service Desk, And Avanti Tools.
3. Excellent Problem-Solving Skills And The Ability To Analyze Complex Technical Issues.
4. Solid Understanding Of Service Quality Standards And Operational Best Practices.
Other Requirements
1. Itil Foundation Certification Is Recommended But Not Mandatory.
2. Relevant Certifications In Service Desk Management Or Incident Management Are Optional But Valuable
#body.unify div.unify-button-container .unify-apply-now: focus, #body.unify div.unify-button-container .unify-apply-#body.unify div.unify-button-container .unify-apply-now: focus, #body.unify div.unify-button-container .unify-apply-
How to apply
To apply for this job you need to authorize on our website. If you don't have an account yet, please register.
Post a resumeSimilar jobs
PHP Developer
TutorsPad,
Lucknow, Uttar Pradesh
1 day ago
Capture and Crop ImageTech Lead - PHP Developer (Min. 4 years)Location - Lucknow ( Work From Office Only ) Job Type - Full- Time Job Description: We are seeking an experienced and highly skilled Tech Lead - PHP Developer to join our dynamic development team. In this leadership role, you will be responsible for guiding a team of developers in...
Research Associate (Short term consultant for a period of five months)
India Health Action Trust,
Lucknow, Uttar Pradesh
2 days ago
India Health Action Trust (IHAT) is providing Technical support to the UP State TB programme in the area of Diagnostic Network Optimization, Integration of TB in Primary Health Care, Private Sector Engagement and also in the Multisector Engagement. A qualitative study titled “The Intersection of Tuberculosis, Menstrual Health, and Mental Well-being Among Adolescent Girls in Selected District of Uttar Pradesh””....
Process Associate
HCLTech,
Lucknow, Uttar Pradesh
3 weeks ago
Lucknow, Uttar Pradesh
Job Summary
The primary purpose of this role is to efficiently resolve customer queries via email or chat, manage data accuracy, monitor quality, and identify process improvements.
Key Responsibilities
1. Respond To Customer Queries And Issues Through Email Or Chat, Ensuring Prompt And Effective Resolution.
2. Accurately Enter, Update, And Manage Data In Various Systems And Databases....