Zscaler and Imperwa - Bengaluru, India - Kenn IT Business Solutions & Services
Description
Experience: 8-10 years Location- Bangalore
- Proactively monitors the work queues.
- Perform operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA.
- Update tickets with resolution tasks performed
- Identify, Investigate, analyze issues and errors prior to or when they occur and log all such incidents in a timely manner. Capture all required and relevant information for immediate resolution
- Provide second level support to all incidents, requests and identify the root cause of incidents and problems
- Communicate with other teams and clients for extending support
- Execute changes with clear identification of risks and mitigation plans to be captured into the change record
- Follow the shift hand over process highlighting any key tickets to be focussed along with a handover of upcoming critical tasks to be carried out in the next shift
- Escalate all tickets to seek right focus from CoE and other teams, if needed continue the escalations to management
- Work with automation teams for effort optimization and automating routine tasks
- Coach Service Desk and L1 teams for technical and behavioural skills
- Establish monitoring for client infrastructure
- Identify problems and errors before they impact a client's service
- Lead and manages all initial client escalation for operational issues.
- Contribute to the change management process by logging all change requests with complete details for standard and nonstandard
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