HCL MEGA WALK In for IT Helpdesk Non Voice L2 & (SD L2) RDS @ Hyderabad & Bangalore

Job Description

WALK IN for IT HELPDESK :

Non Voice : Data Center Operations (L2) BANGALORE
Remote Desktop Support : (SD L2 RDS) HYDERABAD
Interview / Work Location : Hyderabad / Bangalore

Venue : HCL Technologies Ltd.
H0-1B, 1st floor,  Phoenix IT Park, near Dell,Hi-tech City-2 Hyderabad-500081
Land Mark : Behind Cyber Gateway / Nearby DELL GATE # 01

Contact Person: Naresh Reddy
Timing : 1PM - 3PM : MONDAY - FRIDAY
              : 10AM - 4PM : SUNDAY

VENUE DETAILS for BANGALORE :

HCL Comnet Systems and Services Ltd. STPI Unit , Surya Sapphires Plot No  3. 2nd Floor, HCL Comnet Block , Survey No 20 & 22 Konnappana Agrahara Village , Electronic City, Hosur Road.

Conatct Person : Guru / Abhishek
Timing : 1PM - 3PM

DO mention "SHRUTI" on your resume as source while appearing for the interview.

NOTE:-

• Freshers are not eligible to apply.
• Min. 3 yrs of relevant experience is mandatory for RDS and DC OPS L2

1) PFB the JD for DC OPS L2 NON-VOICE :

PURPOSE OF THE JOB :

• Strong verbal and written communication skills.
• Real time acknowledgement and ownership of IT infrastructure alerts.
• Share knowledge and experience with team members as and when required.
• Work as a central point of contact for all technical support teams/Track Leads and Operation managers and provide up-to-date information for on-going incidents/alerts.
• Keep the datacenters functional and report any unresolved incidents to L2 technical teams within defined SLA timelines.
• Assist the team lead in Maintaining and updating information/documentation.
• Handle critical situations/escalations and assist in creation of RCAs.
• Handle L1 troubleshooting, diagnose the issue and try to resolve alerts at your end to balance work load of L2 technical support team. (In few Project Customer will not allow this due to access issue.).
• Quickly address the critical alerts and follow up with respective teams till the resolution.
• Basic Knowledge of Unix/Windows/Backup will help for first level support in few projects. It is not mandatory that you will be troubleshooting each and every alert.  In most of the projects we have Catch and Dispatch.
• SPOC for each and every business critical issue.
• Event monitoring and co-relation skills.
• Good knowledge of IM/PM/CM etc...(Preferred).
• Coordinate and manage relationships with vendors and support track. Responsible for manage daily/weekly/monthly performance report.Outage (Sev1) handling.
• Should be ready to work in 24X7 environments & rotating weekly offs. Will have to work in the current role for at least 20 months before any internal movement.

2. PRINCIPAL RESPONSIBILITIES

• Ensuring 100% adherence to SLAs.Ensuring 100% acknowledgement & action on all Emails & Alerts addressed to you/your team.
• Zero tolerance for not following SOPs, KPI, KOP, SLA etc. as per documentation.
• Optimal adherence to documented SOPs.
• Handling escalations in shift.
• Resource availability.

3. Job Description

• Act as a first point of escalation/consultation for the team on all technical, procedural and processes related queries. 
• Manages the team in his / her respective shift.
• Assists the team lead in Maintaining & updating documents in a central repository for the benefit of the team.
• Ensures that an accurate shift handover happens to the next shift.
• Work in rotating shifts to provide 24/7 monitoring of the IT infrastructure.
• Monitor the IT Infrastructure with various monitoring tools for example ( Net cool, BMC, Patrol, NNM, HP OVO, Tivoli etc.).
• Analyze, acknowledge & record each & every alert in the monitoring tools & handle the alerts as per their impact.
• Escalation & Notification to the relevant teams & stakeholders to ensure SLA compliance & minimal impact to end customer (s).
• Strict adherence to the specified response & resolution (only in cases where level 1 troubleshooting is in DC OPS scope) SLAs.
• Act as a trigger for the critical incident management process by involving the technical & incident management team.
• Coordinate with all the technical teams to assist in providing accurate & timely updates to the internal & external customers till issue resolution.
• Coordinate all faulty hardware replacement, capacity expansion, server installation/decommissioning & other project management initiatives with the vendors, partners, internal teams & external customers (only in absence of a service desk)
• Train & absorb the level 1 troubleshooting and other operational tasks from the various technical tracks.
• Assist the team lead in updating the run book and other technical and process documents for benefit of the entire team.
• Escalate any inconsistencies in the monitoring environment with respect to the monitoring tool configuration, alert thresholds, alert message enrichment & false alerts.
• Handover any incomplete tasks, open alerts and outages to the next shift.
• Discuss operational challenges and constraints in team meetings and with the management to ensure timely resolution.

4. KNOWLEDGE, SKILLS & EXPERIENCE

• 3-4 yrs of University education post High school (B.Sc. or Diploma)
• 1-2 yrs diploma in Information Technology. Preferred ITIL/MCP/MSCE/MSCA/CCNA or RHCE .
• 3-4 years alert monitoring/management experience.
• Preferably ITIL certified.
• Should have worked in high pressure work environments.
• 2-3 years of L1 support experience on Windows/Unix Servers, AD, Network Devices,Exchange/Lotus Notes, Database, Storage & Backup, Job Scheduling.
• Excellent Verbal, Email communication skills.
• Hands-on work experience with the following:
• Any alert monitoring tool e.g.: Net cool, BMC Patrol, NNM, HP OVO, Tivoli etc.
• Incident, Problem, Change lifecycle process.
• Any ITSM tool e.g.: Remedy, Peregrine etc.
• Batch job scheduling.
• Start/stop backup jobs.
• Backup monitoring tools like Networker.
• Generating Reports through Dashboard, Remedy etc.

5. DIMENSIONS

• Dedicated to providing high quality service at all times.
• Ability to work as a cross-functional team player in a fast-paced environment where all information is shared.
• Ability to learn new tools, technologies & processes quickly.
• Ability to work flexible hours from time to time.
• Responsibility ownership & follow-up of alerts and incidents as appropriate.

6. COMPETENCIES

•  SOP adherence
• SLA adherence
• Responsiveness
• Team player
• Leadership skills
• Technical Expertise
• Concern for Order and Quality

7. KEY BUSINESS CHALLENGES

• Meet or exceed current client and team SLA.
• Keep up-to-date on new tools, technologies & processes.
• Be mindful of customer satisfaction and actively contribute in enhancing it.
• Reduce downtime by timely action and following the prescribed escalation & notification.
• Avoid duplication of incident tickets.

2) PFB the JD : RDS (SD L2)
General Description:
Job description for Service Desk L2 (Remote Desktop Support-RDS) profile.

Responsibilities :

• Coordinate desktop changes to avoid deployment collisions.
• Prepare requests for rollout
• Prioritize change requests
• Create rollout plans for changes requests
• Coordinate implementation process
• Keep track of request and make sure they are implemented as planned
• Participate in incident handling concerning desktop changes.
• Participate in projects concerning bigger desktop changes, for example rollout of new antivirus.
• Microsoft environment knowledge (desktop & server).
• Have some level of technical understanding of the products building up a desktop service
• Experience from the desktop environment.
• Understanding and experience of change management process.

Technical Requirements :

• Phone support experience necessary.
• Technical Service desk or technical call center experience is necessary.
• Disciplined, systematic problem solving skills required.
• Windows Operating systems
• Clients: Windows7, Windows Vista, Windows XP, Windows 2000
• Servers: Windows 2000, Windows 2003, Windows 2008
• Knowledge of Active Directory, Exchange 2003/2007
• ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center
• Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
• MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
• Internet browsers (e.g. Explorer, Chrome, Firefox),
• VPN and remote dial-in users
• Support for laptop, desktops, and printers
• PDA and blackberry support
• Others: Adobe Acrobat and other common desktop applications like WinZip, etc.

Source:naukri.com
INTERESTED CANDIDATES MAY DROP a TEXT MESSAGE with their NAME & EMAIL ID or CALL  @ 7838029931 for WALK IN or Drop their updated CV @ awasthi_s@hcl.com .
THANKS,
SHRUTI AWASTHI
HR TEAM,
HCL,NOIDA
7838029931