Systems Support Senior Associate

Req ID: 104336 

NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Systems Support Senior Associate to join our team in Bangalore, Karnātaka (IN-KA), India (IN).

Position's General Duties and Tasks
In these roles you will be responsible for:
• Calling end-users as necessary
• Executing resolutions and fulfilment activities as per knowledgebase articles stored in Remedy
• 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
• Where a Call has been referred to a third party in accordance with agreed process, the co-ordinator will confirm that necessary information has been provided against the agreed knowledge article.
• allow users or resolver groups, authorised 3rd party and support groups to raise or follow up on contacts logged relating to the services
• Incidents will be progressed to higher levels of support in a timely manner so that no resolver group is unnecessarily delaying progress or resolution for an Incident
• escalate any complaints from users to the Team Lead and Service Management team per documented and agreed escalation process
• coordinate and liaise with associated resolver groups and third parties as required.

Requirements for this role include:
• A minimum of 2 years’ experience in a similar role
• Fluent in English dialect and strong written English skills
• IT literate with a working understanding of networking, server, storage, security, backup and virtualisation principles and concepts
• Prioritising Incidents and Requests as per the agreed Service Level Agreements
• Ability to work autonomously and use initiative to handle difficult situations
• Ability to multi-task, working on multiple Incidents or Requests in unison

Preferences: -

Required schedule availability for this position is 24x7. The shift timings can be changed as per client requirements.

About NTT DATA Services

NTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.

NTT DATA Services is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, gender, disability, age, veteran-status, sexual orientation, gender identity, or any other class protected by law.