Technology OpS Support Practitioner

Project Role :Technology OpS Support Practitioner




Project Role Description :Own the integrity and governance of systems, including best practices for delivering services. Develop, deploy and support infrastructures, applications and technology initiatives from an architectural and operational perspective in conjunction with existing standards and methods of delivery.


Must have skills :Customer Service Operations



Good to have skills :NA
Minimum



5 year(s) of experience is required



Educational Qualification :15 years full time education


Summary:As a Technology OpS Support Practitioner, you will own the integrity and governance of systems, including best practices for delivering services. You will develop, deploy, and support infrastructures, applications, and technology initiatives from an architectural and operational perspective in conjunction with existing standards and methods of delivery. Your typical day will involve ensuring the smooth functioning of systems, implementing best practices, and collaborating with various teams to deliver high-quality services.
Roles & Responsibilities:

Collaborate with the resources of Network Operations Center (â"NOCâ") to ensure compliance of Operational policies, standards and procedures.

Work closely with NOC Engineers to help optimize and build new procedures to improve response time and reliability of supported services.

Create and demonstrate special procedures during the Incident Management that ensures restoration of services with minimal customer impact and highest degree of communication - both internally and externally.

Work closely with NOC Engineers, Specialists, Vendor Partners to ensure network integrity and availability.

Create and publish daily, weekly and monthly reports to highlight performance of the team and clearly marking the efficiencies achieved over a period of time.

Work cross-functionally to ensure that all trouble tickets are promptly and effectively resolved.

Create, document and follow processes across shifts towards a smooth functioning of the command center.

Ensure timely response and updates from the NOC on service-affecting repairs, collaborating as required cross functionally.

Identify and support for the training objectives for NOC related to tools, equipment and safety compliance.

Support and assist with certification and training initiatives for continued education of the NOC technicians.

Responsible for hiring, coaching, goal setting, performance reviews, termination, rewards, training, development and scheduling.

Work with a variety of IT and business groups to analyze, trouble shoot, and develop technical requirements while maintaining excellent business relationships
Professional & Technical Skills:. Must have worked in a global environment handling 24*7*365 operations

Business Analysis experience, with a keen sense for core business functions

In-depth working knowledge of server, network, and storage technologies

Previous experience with various database technologies, such as Oracle, Microsoft SQL Server, MySQL, DB2, and others

Some experience and knowledge in Systems Administration, Storage Operations and Administration

Previous experience working in a monitoring environment

Ability to understand new technologies quickly

Ability to lead a team by giving direction, handling escalations and any conflict that may arise

Ability to interface with management team by keeping them informed on a daily/weekly basis

Excellent oral and written communication skills

Must maintain the highest level of integrity, courtesy, and respect while interacting with internal and external stakeholders

Must possess the ability to handle multiple projects concurrently and function in a fast-paced, demanding, high growth environment, and be customer-service oriented

Must possess knowledge of ITIL processes and have experience leading or at least using ITIL processes within an organization and NOC
Additional Information:

The candidate should have a minimum of 5 years of experience in Customer Service Operations.

This position is based at our Gurugram office.

A 15 years full-time education is required.



Qualifications

15 years full time education