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Field Tech Senior Associate

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Date: Jun 5, 2022

Location: Noida, UP, IN

Company: NTT DATA Services

Ticket Management

1. Manage resolver queues as per service window in Service Now nd Resolve IT
2. Acknowledge tickets assigned to the resolver queue in Service Now and Resolve IT
3. Review the ticket and the impact, subsequently change the priority of the ticket.
4. Coordinate with the incident contact in case additional details are required.
5. Assign the ticket to the relevant/available engineer and coordinate for the same.
6. Report management.

 

SOP – Unticketed work to be converted to ticket

1. Ad-Hoc activities
2. Recon activities
3. Media management activities
4. Audit related activities
5. Report management.

 

Change Coordination

1. Manage queues for Change Requests.
2. Review Change/Tasks
3. Coordination with requestor for various aspect including downtime.
4. Coordination for arranging spare, if required.
5. Coordination to arrange FE for executing the change.
6. Coordination for arranging local support and approvals from relevant stakeholders,.
7. Report management.

 

Project Coordination

1. Centrally coordinate with all countries for new initiatives and projects.
2. Data management for projects centrally driven.
3. Tracking project deliverables centrally,
4. Report management.

Vendor Coordination

1. Coordination for arranging spare, if required.
2. Coordination to arrange FE for executing the change.
3. Coordination for arranging local support and approvals from relevant stake holders.
4. Report management.