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• Provide hands on technical support and post-mortem root cause analysis using ITIL standards of Incident Management, Service Request fulfillment, Change Management, Knowledge Management, and Problem Management.
• Actively address and work on user and system tickets in the Service Now ticketing application. Create and implement change tickets for enhancements, new monitoring, and assisting development groups.
• Create, test, and implement Non-Functional Requirements (NFR) for current and new applications.
• Build up technical subject matter expertise on the applications being supported including business flows, application architecture, and hardware configuration. Maintain documentation, knowledge articles, and runbooks.

• Conduct real time monitoring to ensure application OLA/SLAs are achieved and maximum application availability (up time) using an array of monitoring tools.
• Assist in the process to approve application code releases change tickets as well as tasks assigned to the support team to perform and validate the associated implementation plan.
• Approach support with a proactive attitude, desire to seek root cause, in-depth analysis and triage, and strive to reduce inefficiencies and manual efforts.

Assist in special projects and view them as opportunities to enhance your skillset and develop your growth. These projects can include coding using shell scripting, Python and YAML language for support functions.

Skills:
 ITIL, Hardware Asset Management (IT-Asset Management) ,Servicenow(snow).

•  Perform Build activities (hardware & software configuration) of customer environment and contribute to improve Build process.
•  Coordinate for Service transition activities.

• Initiate change / release requests in line 
• customer change / release management process.

•  Work on the major problem tickets assigned by ITIS Teams
• Hands on experience in hardware asset management.
• experience on ticketing tool like service now or SNOW
• ITIL Certified.

Certification:
 ITIL

Experience & Background

• B-Tech/BCA/MCA
• 0-2 years of IT industry experience.
• Minimum 1 year of implementation/customization experience on ServiceNow
• ITIL/ServiceNow
  certifications will be an added advantage.
• Exposure on Service Now integration protocols with other application/systems
• Excellent attention to details, ability to multitask, and effective time management skills
• Knowledge of web based development languages; specifically JavaScript, Ajax
• Exposure of ITSM Framework and ITIL
• Good Communication Skills

 

Company Name - Focus Datatech System Pvt Ltd, Pune 

 

Job Description -

 

OVM AND SERVER TASKS

• Good Understanding about virtualization technology like VMware/OracleVM and Linux administration including installation, configuration, and maintenance.
• Using ITIL best practice that can be incorporated into the operational running of the IT system to include Change/incident/problem/capacity planning.
• NFS file sharing and the Linux automounter.
• Perform installation and configuration of operating systems, applications and storage provisioning.
• Process improvements and makes recommendations in continuous quality improvements.
• Deliver Changes to the UNIX platform by leveraging the change control process communicating and seeking approvals from business owners.
• Working closely with internal development teams, database teams and implementation teams to deliver a new solution.
•  Managing the 24*7 Production support.
• Troubleshooting problems related to Apache, Mail, DNS, FTP, MySQL, etc.
• Giving technical support and configure according to the requirement for the Development Team.
• Creation and execution of Shell (Bash) Script to make the work automate and to interact with databases.
• Solving login Problem, handling troubleshooting, installation and many more.
• Configure installation NIS/SAMBA/NFS setup with Active Directory integration and Provide support and Maintenance.

Roles and Responsibilities: ➢ Handle the L1 team of 60-100 members with Clinical and technical capabilities supporting US clients ➢ Manage the work stack assigned to the team with the help of Team Leads ensuring tasks are delivered in timely manner with accuracy ➢ Act as a Mentor to the leads and team members as appropriate ➢ Ensure effective governance and tracking mechanism in place to manage the team ➢ Perform activities for Practice on-boarding as per the agreed time lines ➢ Ensure team adheres to HIPPA or any other security/US Health care regulations ➢ Ensure all incident tickets are kept updated at regular intervals ➢ Highlight/Escalate any tasks stuck due to dependencies from other teams (internal/external) ➢ Timely and accurate update of timesheet ➢ Documentation and analysis of current and future processes