Data Center Operations
L1&L2 Support Analyst
Richmond, VA
6-12 months
Support request registration
Raise interactions & incidents in line with the enterprise process from sources such as associates, vendors, contractors
24X7 Application support.
Ticketing Queue monitoring, Analysis, Tracking and resolution (L1 and L2 support).
Responsible for meeting Response and Resolution SLA based on Ticket priorities.
Routing tickets to L3 Support team based on classification
Track and Report performance Metrics (KPI's) to the customer
Co-ordinate with offshore support team and delegate work
Should have Excellent Communication skills (Exposure on Customer co-ordination preferred)
In depth Knowledge in ITIL Framework (Certification in ITIL would be preferred)
Exposure in Ticketing tools such as Remedy, ITSM or service-now
Responsible for taking care of the access requests for PPLS application
Take care of the Incident, Requests for the PPLS application using standard procedures
Exposure on participation of Knowledge transfer from the Customers will be added advantage
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