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•Produce reports and dashboards focusing on performance of ticket resolution within technology teams
•Work with business functions to develop business focused reporting and incorporate that into Technology reports
•Perform trend analysis on tickets to identify underlying causes, and areas where attention and action is needed to reduce trouble tickets
•Analyse and provide recommendation on focus area for the Support team and NOC in the ticketing space.
•Analyze the quality of SOP and Run Book Documents in the repository and work closely with NOC Co-Ordinator to provide requirements for NOC to achieve their KPIs
Skills & Experience:
•Knowledge of ITIL concepts and related best practices
•Experience of IT Service Management tools and solutions
•Experience of Analytics tools
•Strong communication skills, both written and verbal
•Good documentation skills
•Experience in Mobile Telecoms industry
•Good Excel skills
|Experience||3 - 8 Years|
|Industry||Analytic and Business Intelligence|
|Qualification||Other Bachelor Degree|
|Key Skills||ITIL-Information Technology Infrastructure Library NOC NOC Analyst IT service management Analytics|
|Contact Person||Mr. Vijay Venkatesh|
|Address||Door No 5/42, Second Cross Street, Navarathna Gardens|