Manager Noc Job in Thoughtsol Infotech Pvt Ltd

JOB DESCRIPTION

1. Ensure day to day Team operations are performed according to standard operating procedures SOPs and in line with company service level agreements SLAs
2. Collaborate with users to ensure business requirements are adequately met and that applications and systems are properly supported
3. Serve as lead for IT Help Desk related projects new system technology implementations and other projects as designated for the Infrastructure management operation center Team
4. Serve as technical lead for the Infrastructure management operation center and advise on process technology recommendations
5. Train educate and mentor team members to maintain proficiency on current future supported technologies within the organization
6. Create and maintain information repository including user guides FAQs training materials and knowledgebase articles
7. Serve as escalation point of contact for support issues communications and follow up requests Perform other duties and responsibilities as assigned
8. Record incidents and service requests in the Information Technology Service Management ITSM tool, Review the Service Desk mailbox Monitor and process operational inquiries activities Mailbox to create associated tickets
9. Classify and prioritize incidents and service requests as per agreed KPI
10. Monitor and manage trouble tickets
11. Act as first-level Single Point of Contact SPOC for incidents and service requests
12. Perform account Management User Attestation activities for users
13. Coordinate with a third-party vendor and specialist Level 2 and Level 3 support teams Work with service desk vendors to ensure services are being delivered effectively and per expectations
14. Constantly refer to and update the IT Service Desk knowledge management documents
15. Log ticket and assignment to L2 L3 for Business Application managed by L2 L3

MINIMUM REQUIREMENT

a) 2-5 years experience in an Infrastructure management operation center
b) Basic understanding of networking technologies and protocols such as TCP IP DNS DHCP
c) Experience with establishing Service Level Agreements ITIL terms
d) Experience with team building and leadership
e) Good Communication