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Now viewing: L1.5 Support Technician
TC
Tata Consultancy Services Limited
L1.5 Support Technician
Job Description
Must Have Technical/Functional Skills
- Interaction with Team members for knowledge sharing, knowledge transition and issue resolution
- Stakeholder management, share regular updates and assist in preparing operational reports
- Triaging of issues and coordination with cross functional teams for timely resolution
- Follow service management processes (e.g. Incident, Change, Capacity, Problem etc.)
- Maintaining agreed SLA levels and assuring Quality of delivery at all times
- Adhere to shift rotation plan and Operating model
- Interaction with SME's on functional issues
- Coordinate communications between suppliers, OEM, and business stakeholders for their particular area
- Tracks and report progress to stakeholders
- Working experience in "ServiceNow" and knowledge on Incident, Problem, Change, SLM and Knowledge Management processes
- Shift timings : Monday to
Friday:
Morning 7 AM to 7 PM. Will be limited to 8 hrs of working daily- On-Call support beyond Office hours during emergency
- Extended Shift timings based on customer requirements during emergency
- Working with Manufacturing Customer will be an added advantage
- IT endpoint knowledge, applicable on production lines, plus endpoint support.
- Day to day incident monitoring and resolution (Service Now preferred)
- Interaction with client (IT & Business users) on functional issues
- Triaging of issues and coordination with cross functional teams for timely resolution
- Follow service management processes (e.g. Incident, Change, Capacity, Problem etc.)
- Maintaining agreed SLA levels and assuring Quality of delivery at all times
- Adhere to shift rotation plan and Operating model
- Interaction with SME's on functional issues
- Coordinate communications between suppliers, OEM, and other IT stakeholders for their particular area
- Tracks and report progress to stakeholders
- Willing to work in shifts, this is mandatory
- Gemba Walk in Shopfloor Generic Managerial Skills, If any
- Flexible
- Excellent communication skills
- Continuous learning attitude
- Team worker