Job Title: Command Center Technical Operator

Department: Information Services Procurement Library (ISPL)

Date: May 2022

Location: Chennai

CTC: 11-13Lpa

Note: Multiple openings available.

Position Purpose:
Ensure the supervision of the infrastructures and business applications of the organization.
The command center operates in 24x7 and oversees, OPEN and Network platforms for level 1
activities (alerting/incident/requests)

DESCRIPTION OF THE MISSION:
« Command center / pilotage level 1 » activities consist of:

Supervising infrastructure services and application processing and business services
Controlling the availability of infrastructure services, applications, and business services
Applying the instructions and/or instructions referenced
According to the defined KPIs and INS, in compliance with the referenced instructions.

Responsibilities
Direct Responsibilities:
Alert management (based on Netcool Operations Insight):

Take into account the alerts
Arbitrate alerts by human correlation / acknowledgment and/or Incident creation
Create incident ticket

Incident Management (ServiceNow, group platform):

Take into account the Incident
Execute the instruction, Intervention, resolve and/or assign the Incident according to
instructions and call the on-call duty according to service range
Document the ticket
Apply the instructions (AEL, instruction and/or operating mode).

Management of action requests (ServiceNow, Group platform):

Fulfill requests on the fly or at a fixed time
Participate in the realization of requested changes for which the Steering is a contributor

Contributing Responsibilities:

Contribute to improving the quality of service by proposing improvements
Contribute to the acquisition by ISPL team of new skills & knowledge to expand its scope
Help build team spirit and integrate into the organization's culture
Collaborate with the organization's counterpart team and OPS support team
Contribute to the regular activity reporting and KPI calculation

Other/Specific Qualifications:

Good communication
Compliance with procedures
To be focus
To be proactive