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SENIOR ANALYST SR Number HCLI/HCLI/2020/ Country USA No. of Positions 1 Auto req ID BR Experience 0-2.5 Years Skill (Primary) DWP-UCC-Network Voice Qualification B Tech, B-Tech Location California Employee Group Business Line FT Job Description (Posting). Field Services Hands and Feet responsibilities: Rack, Build, cable, configure, and provision Servers Rack, cable, and deploy Cisco Layer-2 Networking equipment ILO for Servers and Out of band management for network devices Resolve reported issues via troubleshooting within the stipulated SLA Perform Root Cause Analysis Document Datacenter tasks like Rack diagrams, Power requirements, Runbook and Standard Operating Procedures Standardize procedures to improve efficiency and effectiveness of network Provide evidence for SOX compliance Mandatory: Overall 5+ years of relevant experience Basic knowledge of Cisco Switch, Routers, etc Understanding of Microsoft Windows Servers Experience in Data Center Networking Worked in Enterprise Environment with Service Level Agreement Strong analytical and problem solving skills Willing to travel within US on need basis Willing to work in 24x7 shift schedule Must be willing to learn quickly, adapt, and work in a fast paced environment Excellent communication and conversation skills (Verbal and Written) Good documentation skills Desirable: Cabling knowledge: Patching/Crimping, Device to Device Cable Dressing and Labeling Performed DC preventive maintenance and periodical capacity reporting Good working knowledge of MS-OFFICE Certifications like CCNA, Microsoft MCSE, MCP, etc, (not mandatory) Team Lead: 4+ years of IT experience Should have experienced in leading field services team Operations Manager: 8+ years of IT experience Should have experience in managing complex field service delivery in Enterprise level (1.) To maintain high login Efficiency (Availability) for customers (2.) To resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies (4.) To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases (5.) To update worklogs and follow shift/ escalation process and process compliance (6.) Work on value adding activities such Knowledge base update & self development Entity INFRA
  • 1
  • Negotiable
  • None
  • None
  • Re-77071
  • Permanent
  • 5

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