Computer Operator: Distributed Console Operations
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Your Role and Responsibilities This role is responsible for monitoring netcool alerts, ticket creation and warm transfer of tickets. Resource is also responsible for controlling and operating complex computer systems, networks, applications and/or distributed systems in a multi-vendor environment. They are also responsible for analyzing first level problems for all systems (according to the service agreements), resolving and routing as appropriate, supporting the Systems Management Processes specific to their client requirements, and batch management when required. Kyndryl's single point of contact serves as a communication hub and integration point in the delivery of services across the enterprise. They receive, fulfill and close end user requests for service requests or incidents. They extend the range of services and provides an interface into other areas, for example by receiving and routing requests for change, identifying problems, underlying recurring incidents, validating and updating configuration details, broadcasting service information, availability and expanding knowledge bases.
Roles and Responsibilities:
Monitor netcool alerts, create tickets and perform warm handover as needed in the systems operations including all peripheral equipment to identify potential problems.
Participate in MI Calls and schedule weekly tasks.
Perform daily and weekly checklist activities and ensure that all tasks are completed.
Prepare incident reports for proper documentation and resolution.
Update and notify the updates and issues through handover/Huddle/Trackers
Provide first level problem determination and resolution based on approved recovery procedures.
Record equipment malfunctions via the Manage Engine Tool for proper handling and reporting.
Support the BCP/DR procedures.
Support on Incident, Problem, Change and Service/Adhoc Requests.
Perform other duties as may be assigned by his immediate supervisor.
Receiving service requests, incidents or queries by phone call, e-mail, chat and so forth
Create/update the incident or service request record in the incident management tool
Assign severity/priority based on urgency and impact
Provide Continuous Service Improvement recommendations
Identify possible recurring incidents and raise a problem record to address
Required Technical and Professional Expertise
Goodexperience in Communication and Customer Service Skills
At least 6 year experience in Technical Knowledge
Preferred Technical and Professional Experience
Level 1.5 to Level 2 administration and troubleshooting.
Knowledge of monitoring tools like Netcool
Basic knowledge in problem determination and resolution Incident and Service Request handling
Basic knowledge in server monitoring and restart Web/Online system monitoring
Hardware knowledge and on Operating Systems (e.g. Windows OS)
Excellent communication and customer service skills
Ability to function in multiple accounts with multiple skill set requirements