Consultant – System Management

Job Description: Job Title IT Service Desk AgentResponsibilities First Point of Contact Serve as the initial point of contact for end users seeking technical assistance via phone email or chatRemote Troubleshooting Perform remote troubleshooting using diagnostic techniques and relevant questionsSolution Determination Analyze issues and determine the best solution based on customer detailsProblem Solving Guide customers through problem solving stepsEscalation Escalate unresolved issues to the appropriate support levelDocumentation Maintain accurate logs of events problems and resolutionsFeedback Relay customer feedback or suggestions to internal teamsImprovements Identify process improvements and suggest enhancementsRequirements and Skills Experience 12 years in a help desk or customer support roleComputer Literacy Understanding of computer systems mobile devices and software applicationsITIL Knowledge Knowledge of ITIL fundamentals ITIL Foundations PreferredCommunication Excellent communication skills in EnglishCustomer Centric Customer oriented and patientEducation BSc BA Computer Science or a relevant field24x7 eyes on glass monitoring and Email s for OnPrem servers physical Virtual Storage Backup and Network devices APs WLCs Circuits Routers Switches Firewalls F5s These events need to be documented and updated in ServiceNowAzure infrastructure dashboard monitoringDrive SOP based resolution for issues such as Server disk full Disk errors CPU usage errors Memory errors corrupt OS Boot issues NW device updown backup job failuresUnauthorized change monitoring via config mgmt toolTeam will be responsible to monitor failed OS patches perform server reboots and escalation to L3ServiceNow ticket creation and escalation to L2L3 Team as appropriateInitiate MIM for Critical tickets P1s Major IncidentsVendor coordination for hardware issues and RMA with vendors Example Cisco VMWare HyperFlex Nimble AcronisCoordinate w ISP for circuit issues restoration Example ATT Comcast Verizon Lumenhas context menuNote Shift timing will be 247 rotationalNo WFH Hybrid options need to report client office from Day1Skills: Mandatory Skills : Grafana,Angular,IBM Tivoli Workload Scheduler,IIS Server,Java,JavaScript,JBoss,Jenkins,Jira Service Desk,Kafka,Kibana,Knowledge Management,Kubernetes,AppDynamics,Major incident management,Microservices,MongoDB,MS SQL Server,MSBI-SSRS,MySQL,AS/400,Asp.net,PostgreSQL,PowerBI,Problem Management,Python,React,ServiceNow ITSM,Shell Scripting,Splunk,Azure Cosmos DB,SpringBoot,Azure DevOps,Tomcat-Apache,VB.Net,WebSphere,Windows Server,Bash/Shell scripting,BMC Control-M,BMC Helix ITSM,Nginx,DB2-DB Administration,Prometheus,ServiceNow-Event Management,C,C#,C ,Flexcube technical PL/SQL-Performance Tuning & Shell Scripting,.Net Framework,Cassandra,ERP (JDA/PoS/PLM/Infor LN/JDE/Peoplesoft) Testing,ServiceNow(ITOM ITSM and other) Functional Testing,Cognos Analytics,AWS DevOps Services,Oracle DB Administration,Mainframe Autosys,Docker,Dynatrace,Elastic Search,MS Excel,Unix/Linux Scripting,Cognos Reporting,Mainframe – Cobol/JCL,Crystal ReportsAbout Company: LTIMindtree is a global technology consulting and digital solutions company that enables enterprises across industries to reimagine business models, accelerate innovation, and maximize growth by harnessing digital technologies. As a digital transformation partner to more than 700 clients, LTIMindtree brings extensive domain and technology expertise to help drive superior competitive differentiation, customer experiences, and business outcomes in a converging world. Powered by 83,000 talented and entrepreneurial professionals across more than 40 countries, LTIMindtree — a Larsen & Toubro Group company — solves the most complex business challenges and delivers transformation at scale. For more information, please visit https://www.ltimindtree.com/.

LTIMindtree