Capgemini

Role Description –


• Perform Alert management using infrastructure

monitoring / management tools

• Perform Ticket queue management to ensure right

ticket is been responded / resolved by right resolving

group

• Act as the central point of contact and escalation for

a wide range of infrastructure and business service support

issues, both reactively to resolve incidents and proactively

to manage scheduled service outages. Operating 24x7

on a global scale

• Use the business service management tool set to prioritize

incident resolution based on commercial impact. Act as

incident owner for all these issues and use an incident

management system to track all corrective actions taken

• Perform scheduled systems checks round the 24 – hour

cycle and daily support handover at the beginning and

end of every shift

• Record complete and accurate information in the shift

log for each critical alert received during shift

Experience – Essential

• Knowledge of ITIL processes

• Exposure to monitoring systems

• Team player with ability to work under pressure

• Fluent in English

• 0 – 36 months

• 24x7 shift

Experience – Desirable

• Knowledge of Incident reporting packages

• Experience of service monitoring

• Previous experience in operations arena

A broad understanding of the elements that comprise the

enterprise IT infrastructure is required. These elements

include the following;

• Server hardware

• Operating systems (Windows 2000/2003 Sever, Unix, AS/400)

• Network Protocols (TCP/IP, SNMP/MIB, DSN, DHCP)

• Databases (MS SQL 2000, Oracle 9i, Sybase)

Address:Capgemini

Capgemini Kolkata

KOLKATA,West Bengal,India 700091

Email Address:pratyay.dasgupta@capgemini.com