Executive Secretary

Key Responsibilities and Accountabilities

To provide 1^st line of technical support, by monitoring the IT Infrastructure environment via our monitoring tools.

The IT Infrastructure includes Network devices, Physical and virtual servers, storage, WAN circuits.

To proactively respond to incidents based on Alerts and Event Correlation.

Alert acknowledgement and SOP based troubleshooting.

Resolve a high percentage of incidents at first point using SOP based troubleshooting.

Raise incidents/tickets to escalate problems to second level support areas as appropriate.

Coordinate with Vendors and Service providers in case of outages.

Work closely with help desk peers in verifying issues and outages.

Inventory Management for All Infrastructure Devices including Servers, Switches/ Routers/ etc. for sites, HQ and DC

Follow defined staffing schedule.

Ensure all the KPI s are met through following standard processes and procedures.

Principal contacts

Internal Team members

External Suppliers / Vendors

Staff managed

IT Support Team

Education & experience

Any Graduation Degree or equivalent

Experience in a range of 2-3 Years

CCNA+MCSE Certifications is a must.

Experience in providing NOC services and 1^st level IT Support

Competencies

Technical / Functional Competencies

Technical knowledge of Cisco Devices such as routers, switches, interfaces, WAN LAN WIFI

Technical knowledge of Compute systems such as Servers, VMs Storage

IT Process Improvement

Behavioral Competencies

Excellent Communication

Time management

Result orientation

Main KPIs

90% of tickets to be closed within 24 hours & rest 10% within 3 days