Website Mphasis Ltd.
This job opportunity is perfect for a mid-level resource with a passion for technology and 5 to 6 years of experience in L1/L2 support on the event, incident, problem, and service request management using HPE Fault Management tools. The individual should have excellent skills in fault management and fault correlation tools, as well as a strong understanding of ITIL processes and hands-on experience in handling production support and problem management. Additionally, the individual should have good communication skills and be willing to work at designated client locations, providing 24 x 7 on-call support in shifts. If you have these skills and are looking for a challenging and rewarding career in the telecom domain, we encourage you to apply for this job.
What is the level of experience required for this job?
A Level 5 Mid-Level Resource with 5 to 6 years of experience is required.
What are the technical skills required for this job?
Primary Skill: An excellent working knowledge using Fault Management and Fault Correlation Tools vTeMIP and UCA-EBC HPE Tools.
Sound knowledge in IP Networks, Alarm, and Fault Correlation.
Capable of providing L1/L2 Support on Event, Incident, Problem, and Service Request Management.
Good working Knowledge of HP Service Manager ITSM Tool.
Good exposure to Application Operation Support including Application Monitoring.
What are the process skills required for this job?
Hands-on experience in handling Production Support and Problem Management.
Strong understanding of ITIL processes.
Good hold on Incident, Problem, and Change Management.
Capable of resolving or bypassing P1/P2/P3 and Service Requests within the prescribed SLA.
Providing L1 Support with incident acknowledgment, incident communication, and customer updating of status.
Providing L2 Support with problem identification, problem investigation, solving configuration issues, providing a workaround, keeping track of customer configuration, and coordinating with 3rd-level testing and verification of the fix provided by L3.
Providing Application Support Activities such as user creation, conducting DR, user administration, report generation, etc.
What are the behavioral skills required for this job?
The ability to resolve technical issues in a timely manner with appropriate workarounds.
Taking ownership of the application and providing support as needed.
Being the single point of contact for the application being supported from offshore.
Effectively collaborating and communicating with stakeholders to ensure client satisfaction.
Training and coaching members of project groups to ensure effective knowledge management activity.
Willingness to work at designated client locations.
Willingness to provide 24 x 7 on-call support in shifts.
Exposure to the telecom domain is an advantage.
What certifications are preferred for this job?
ITIL certification is preferred.