163, Afghan Ln, Delhi Gate, Nai Basti, Chatta Mohalla, Ghaziabad, India
Apr 02, 2020
Job Posting Date:
Feb 20, 2020
Job Roles and Responsibilities:
Responsible for attending to all the Service Requests falling under Network-Security Infrastructure Operations portfolio routed via various means including but not limited to Emails/Phone/ Service Now Ticketing Tool. The Service Request life cycle includes replying to the Service Requests within the defined SLA Timelines and working with the required stakeholders on the resolution and updating the tickets with the relevant details on the progress till closure of the ticket.
To carry out defined & periodic Health Checks/Industry Best Practices Recommendations/Mandatory Security Standard Checklist & share observations & propose remedial measures in consultation & under the supervision of Mphasis Team Lead and carry out the approved changes in compliance with the Mphasis Change Management process.
To liaise with Mphasis vendors & Service Providers for any issue & device related incidents and process all such incidents/service requirements through the complete incident management life-cycle till the closure of the incident and equipment/service is restored back to working condition.
Ensure that each & every call is closed within SLA timelines with proper resolution.
Coordination with user for better CSAT.
User confirmation before closure to avoid reopening of call.
Proactive Action on alerts & timely action on issues reported which may lead to severity.
Should maintain tracker of all incidents & changes.
• To keep a track and record of all the critical issues handled, along with the Artifacts taken and resolution given and maintain the same.
Engineers will have Good Communications skills.
Engineers will have good hands on experience on Routing, switching, Firewall (Cisco/FortiGate/Pali alto and IPS), Wireless LAN, Proxy Technologies, Load Balancing, Email Security, Cloud Security Technologies etc.
Engineers will generate relevant MIS reports / technical artifacts on the problems reported time to time based on the requirement.
Engineer will coordinate with team/ vendors for speedy call resolution.
Engineers will do Call categorization/ updating / tracking till resolution.
Engineers will have Positive service attitude with Strong Customer facing skills.
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