Roles and Responsibilities: Remedy Administration,Tools Support,TIS Technical Support
Skill & Job Requirements: -->Tools Support(L3)-Works independently towards providing support for escalated troubleshootingrequirements. Participates and provides inputs towards implementation ofvarious hardware and software policies and procedures / support and maintenance(e.g. Setting up new site / location). May be completely responsible forsystems administration in one small facility. Guides new team members.
TIS Technical Support(L3)-Should be able to work independently in complex trouble-shooting andproviding high end technical support for products / solutions .Should have god understaing of the Domain and Recognize potential service andservices delivery issues with the client and recommend appropriate solutions.Should be able to handle cost benefit analysis if alternative methods existfor problem resolution.Should possess good communication skills to hanlde customer escalations andcomplex technical issues. Should be a SME atleast in 2 of the products that arein scope of support. Should have good knowledge on common errors / incidents thoccur frequently in the line of ProductSupport and should be able to propose technical solutions.Should have good knowledge and understanding of support tools and technologies.Should have good understanding of the Customers requirement and propose latterasolutions. Helps in the design and evaluation of training programs for juniortech support engineers.Should have good understanding of the incident trends and therby manage shiftstechnical issues. Should posses basic system administration skills to hanlde remonitoring and troubleshooting effectively.
Remedy Administration(L3)-User ID creations SRS (Service Request System), managing access problems,assigning rights Change Management Writing new SLA, Rule modification of SLA,writing OLA's and underping contracts Asset Management Managing User roles/access permissions Managing the configuration details of the applicationsManaging AR system and application licenses for users Analyzing Remedy logsfor errors Analyzing defects/incidents that are raised with respect to properrunning of the AR System and Applications. Maintaining the Remedy workflowassociated with interfaces to external systems Certification: (All must) ITILFoundation V3 ARS Admin Part 2 CMDB 2 Basic ITSM 7 Basic
Experience: 3 to 5 yrs
Industry: IT Software, Software Services
Functional Area: Other
Role Category:Administration/ Maintenance/ Security/ Datawarehousing
Desired Candidate Profile
Education:(UG Any Graduate Any Specialization) AND (PG Any PG Course Any Specialization)
Qualification: Bachelors Degree
Experience: 3-5 YEARS
Skills: Administrator responsible for resolving escalated troubleshooting requirements. Responsible for guiding junior administrator in trouble shooting non-routine and complex troubleshooting requirements. As a senior member responsible for ensuring SLA is met and thereare no complaint from customer. Technically sound, Contributes to KM and practice building. Prepares the Change management plan andgets sign-off. Conducts planned regular and random Technical audits. Suggest improvement plans Implement and share best practices. Implement automation of regular admin activities. Capture and report metrics like Devices/FTE , incidents/FTE, incidents/devices ,SAmetrics. Perform trend analysis on the data captured.
Area of expertise: Technology Infrastructure Services
Wipro Technologies is the global technology services division of Wipro Limited. (NYSE:WIT). For the last two decades, we have successfully served the technology needs of more than 200 customers from diverse industries and locations.