1) Technical Specialist - AD & Clustering
Experience: 4 - 8yrs
Skills: Very good in Windows servers and excellent in Clustering. Experience in ADS, DNS,
DHCP, Storage ( SAN /HP) , Veritas Backup
Support: 24/7
Location: Mumbai
No of Positions: 1
2) Technical Specialist - Windows & Exchange Servers
Experience: 4 - 8yrs
Skills: Very good in Windows & Exchange 2000, 2003 Servers. Good in ADS, DNS,
DHCP. Exposure in Patch Management, Arc Backup and basic networking
Support: 24/7
Location: Noida
No of Positions: 1
3) Service Desk Co- Ordinator Executive (L1 - Level)
Experience: 1 - 3 yrs
Skills: Very good communication skills, should have basic knowledge in system and networking
concepts, having knowledge in help desk tool
Support: 24/7
Location: Delhi / Bangalore / Mumbai
No of Positions: 20 (All locations)
4) Shift Manager - Delhi / Mumbai / Bangalore
Experience: 3 - 7yrs
Skills:SLA Compliance - Defined in Statement of Work - Dashboards and Scorecards
Improvements to call response / resolution - TAT
Inputs to the customer on Call trend - numbers & category with possible root cause Compliance to routine activity management
Process Improvements (Based on Inputs as a Result of reviews &Audits)Resource Management Quality Reports
a. Ensure that all Dashboards go on time and with accurate data
- Daily review of call data - every location, daily health check, activity report validation. Close
looping of all VOCs
- Weekly report to customer & back end at ML
- Monthly report & analysis & review scheduling with customer
- Billing data collation & submission for authorization
b. Customer Satisfaction
- Conduct regular Reviews
- Escalations - Emails / Review Data
- Ensure that feedback is documented and acted upon with logical plans towards corrective
action - Emails / review Documents
- Ensure to be an effective part of periodic customer/vendor management calls.
c. Escalated Calls handling
- Windows / network & exchange - all escalated calls of TS will have to be resolved by
himself/herself, escalating to principals wherever needed
d. Vendor Management
- Review of vendor (engineer) performance on call response / resolution
- Technical capability
- Review of quality of call management by the vendor
- Provisioning of back up
Support: 24/7
Location: Mumbai / Delhis
No of Positions: 5
5)Senior Technical Support Engineer - Network Security (L2 - Level)
Experience: 3 - 5 yrs
Skills: Hands-on experience in implementation, troubleshooting & administration of Firewalls. Troubleshooting skills on Proxy Servers - Squid, Bluecoat & Sidewinder.
Strong in multiple OS - Win2K/ Solaris/Linux
Managing and Troubleshooting of Load Balancers.
Understanding of any ticket driven process.
Performance Management & Optimization
Support: 24/7
Location: Bangalore
No of Positions: 2
6)Technical Specialist - Networking (L3 - Level)
Experience: 5 - 7 yrs
Skills:Very strong on routing and switching, routing protocols - EIGRP, BGP, OSPF Should have good exposure on Frame Relay / ATM, ISDN and LL
Good exposure on VPN
Exposure on Firewalls - checkpoint / pix
Exposure on proxy server (Squid or Bluecoat) & Load Balancers would be good
Support: 24/7
Location: Bangalore
No of Positions: 4
