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Systems Administration Senior Associate

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Date: Oct 23, 2021

Location: Bangalore, KA, IN

Company: NTT DATA Services

  • Responding to Incidents and Requests logged via web, chat and virtual assistant channels
  • Triaging Incidents and Requests at inception, capturing all relevant information to arrive at an initial diagnosis
  • Prioritizing Incidents and Requests as per the agreed Service Level Agreements
  • Ability to work autonomously and use initiative to handle difficult situations
  • Calling end-users as necessary

 

  • Executing resolutions and fulfilment activities as per knowledgebase articles stored in ServiceNow
  • Functionally escalating Incidents and Requests, to respective resolver teams
  • Proactively requesting updates for Incidents and Requests which are assigned to resolver teams
  • Seeking end user acceptance of Incident Resolution and Request Fulfilment activities
  • Documenting details and steps taken to resolve an Incident or Request
  • Proactively suggesting knowledgebase articles for consideration of publication
  • Supporting Service Assurance Analysts, where requested
  • Remotely connecting to devices and systems to provide 1st line support (which include but are not limited to password resets, account and software administration)


Job Segment: System Administrator, Cloud, Technology