Job Description :
Being a CLIENT centric, lead and ensure end user provisioning within agreed time and quality
To manage the overall operations and ensure that the standard of services provided to Client have improved
Manage Operations during business hours and on occasions outside business hours and at weekends
Standardization and Optimization of existing process
Access provisioning to all Business applications and network accounts access
Administer and provide User Access and Exit controls
Managing resolution of escalated Business Applications, System Issues within agreed SLA''s
Good Analytical skills required to analyze and improve the day to day operations
Delivering the SLA/KPI weekly/Monthly reports to the client and HCL management
Churn out monthly report to the management per the schedule
Keep the attrition rate less than 10%
To implement and run ITIL processes and standards to achieve customer delight by doing IT Service Management.
Ensuring highest availability of Customer Service
Work closely with help desk peers & other teams in cross-training, development/implementation of operational excellence procedures and fostering teamwork
Work closely with support staff to obtain technical knowledge and to permanently solve chronic problems
Projects: perform effectively as project leader or project team member as required for help desk projects and internal assignments
Training: Be willing to participate in on the job and commercial training designed to enhance skills and support capabilities.
Eligibility and Experience:-
Essential:-
Have 6+ years'' experience in IT including 4 years'' experience in IT infrastructure ·
Should have worked in Identity & Access Management (Global Access Management) track and MUST have 1st hand experience ·
Strong people management experience ·
Skills in examining and re-engineering operations and (ITIL) procedures and processes and ability to analyze, optimize and implement these processes as well as new strategies ·
Experience in creating new processes & process documentation ·
Group facilitation, mediation and conflict resolution skills ·
Be articulate, good communication (both oral and written
Ability to relate at all levels and to explain process concepts using a variety of verbal, written and graphical methods.
Possess a good understanding of IT concepts and solutions ·
Ability to Delegate, Analyze, Organize and Priorities problems effectively ·
Good reporting & presentation skills ·
Customer focus ·
Flexibility, problem solving and teamwork ·
Project planning and control skills ·
Good communication skills ·
Ability to work well within a team or on a more independent basis ·
Able to balance and progress parallel activities ·
Experience in SLA base environment
Desirable:-
Have a 3+ years'' experience in a similar International environment
Working history within global companies
Lotus Notes Client, how to configure the client & all level of trouble shooting
RDS is getting around 40% tickets related to Lotus Notes issue, much more confident in Lotus Notes related issues.
Knowledge & Skills –
Good exposure to help desk, customer service, Access Provisioning and support experience with problem solving involving skills.
Managing user account across applications running on various platforms like Windows – Active Directory
To create and administer LAN accounts of the users
To create and administer various shared resources e.g. Distribution Lists, Directories
To provide permissions to the user as required by them
Ensure that the customer has the appropriate access to the tools to support the business in an efficient way
System Administrator for the User Account Maintenance and Incident Management Systems including general housekeeping
Create LAN and/or E-mail account for the users and administer them
Grant permissions on various network resources available to users
Creation and administration of Global groups
Creation and modification of exchange resources like Distribution Lists, Shared E-mail account, Shared Calendar and Conference Rooms
Creation of New Directories as per the customer guidelines and grant permissions on them.
Creation, Modification and deletion of users accounts on Oracle/Sql
Perform development and maintenance of knowledge Base for the User Account Maintenance Processes
VPN and remote dial-in users
Hands-on work experience with the following:
o Windows Operating systems and servers
o Clients: Windows XP, Windows 7, Windows 10
Remote desktop connectivity applications
MS Office Suite: MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook/Exchange,
MS office (Word, Excel, PowerPoint), MS Visio