• Citrix admin

Industry Insurance
Location Karnataka Bangalore
Experience Range 3 - 5 Years
Qualification BE

Functional Art Director / Graphic / Web Designer
Job Description
About Us
“Magna Infotech, now Quess IT Staffing, is India’s largest IT staffing company with over 20 years of experience in staffing IT professionals in 300+ companies across levels and skillsets. Our 10,000+ associates deployed in 80+ cities and towns are proficient in over 500 technological skills. Our associates help enable cutting edge solutions some of the biggest names across industried. Quess IT Staffing is a division of Quess Corp Limited, India’s leading business services provider and largest domestic private sector employer. Quess Corp Limited is - ‘A Great Place to Work’ certified – a testament to our excellent culture, people, and processes.”
About Company
Roles and Responsibility

·         Incident management; resolve incidents received from the customer (in alignment with SLA?s) and/or that were created to address alerts from the CMS monitoring system

·         Change management; attend weekly customer change review board meetings, write/submit change tickets, perform changes during customer change windows (typically after-hours)

·         Problem management; analyze customers incident history to determine if any trends/patterns represent an underlying problem, and if so work with customer to initiate an effort to address

·         Event management; investigate alerts received from the CMS monitoring system and determine proper actions to address these alerts

·         Troubleshooting, resolving, and closing all medium and low-severity (P3/P4) incidents

·         Triaging all critical and high-severity (P1/P2) incidents, including reclassifying and addressing any un-categorized incidents, or rerouting to the appropriate IT team

·         Performing standard changes as defined by the client

·         Fulfilling service requests that can be implemented via a standard change

·         Triaging and addressing monitoring alerts, either directly or by escalating to the appropriate persons if an alert indicates a potential P1/P2 situation

·         Maintaining accurate and timely ticketing system data (e.g. detailed ticket notes, accurate ticket status, following up on tickets to avoid excessive ticket aging, etc.)

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