India Itsm principal engineer knowledge management Jobs – 26 Open Jobs Today

Sr Engineer (Support & Operations)
HCLTech —Noida, Uttar Pradesh
- Software troubleshooting
- B.Sc
- 12th Pass
- Flexible schedule
10d
ServiceNow Developer- RFF
Kyndryl —Greater Noida, Uttar Pradesh
- Full-time
- Hybrid work
- Azure
- DevOps
- Analysis skills
Principle Cloud Architect
FuGenEd ( Creating Opportunities For Deserving) —Remote
- ₹1,30,000 - ₹1,50,000 a month
- Full-time
- Remote
- DevOps
- SQL
- Scripting
Quick apply

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Sr Engineer (Support & Operations)

HCLTech -
Noida, Uttar Pradesh

Apply Now

Job details

10 days ago

Benefits

Flexible schedule

Qualifications

Incident management
Software troubleshooting
BMC Remedy
B.Sc
CCNA
12th Pass
Science
Bachelor's degree
ITIL

Full job description

Noida, Uttar Pradesh
Job Summary

Job Description L2 Major Incident Managment 1. PURPOSE OF THE JOB • Real time acknowledgement and ownership of Major incidents (P1/P2). • Work as a central point of contact for all major incidents and provide up-to-date information for on-going major incidents. • Ensuring Prompt escalation of high severity Incidents to ensure service availability with minimal delay and impact. • Ensuring that the Incident record is fully updated prior to Problem Management handover. • Ensuring Bridge call are opened without any delay. • Business communications should be sent on time. • Serving as the primary point of contact for all stakeholders, including senior management, customers, and technical teams, to provide updates and maintain clear lines of communication throughout the incident. • Ensuring detailed records of incidents are maintained, including incident reports, timelines, actions taken, and lessons learned for post-incident analysis. • Root Cause Analysis: Collaborating with relevant teams to identify and address the root causes of incidents to prevent recurrence. • 2. PRINCIPAL ACCOUNTABILITIES • 100% adherence to SLA Timelines. • 100% acknowledgement to emails addressed to you/your team. • Zero tolerance for not following SOPs as per the documentation. 3. KNOWLEDGE, SKILLS & EXPERIENCE • 3-4 yrs of university education post High school (B. Tech/BCA/B.Sc. or Graduate) • Preferred ITIL/CCNA. • 5-8 years major incident management experience. • Should be aware of ITIL’s incident management, Problem and change management module. • Should have worked in high pressure work environments. • Hands-on work experience with the following: o Incident lifecycle process. o Any ITSM tool eg: Remedy, Peregrine, SNOW etc. 4. DIMENSIONS • Personal dedication to providing high quality, superior service at all times. Ability to finish what is started is a must. • Ability to learn new information quickly and the willingness to do so at all times. • Ability to work flexible hours from time to time to cover for other help desk staff. 5. COMPETENCIES • SOP adherence • SLA adherence • Responsiveness • Teamwork • Technical Expertise • Concern for Order and Quality 6. KEY BUSINESS CHALLENGES • Meet or exceed current client and team SLA • Keep up to date on new technologies and end customer technologies • Keep customer satisfaction high • Reduce downtime

Key Responsibilities

1. To maintain existing features, troubleshoot bugs , resolve ad-hoc requests and provide support for enhancement (major and minor) /new developments based on business/ client requirements as well as from the functional and technical team of HCL on the project.
2. To provide client support by presenting data, information, ticket resolution and day to day support activities like monitoring client requirements as well as keeping track of schedule for on time delivery of assigned tasks as per the defined quality standards.
3. To perform activities related to enhancement creation of documents for CMMi and client requirements.
4. To provide technical guidance to junior developers.

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