#Ensono is Hiring
Respond to issues received through different communication channels
Manage and complete scheduled tasks on time
Ensure effective client and stakeholder communications take place
Ensure the on time and effective execution, closing and escalation (If required) where appropriate
Advise the Team Lead/Manager of emerging issues
Adherence to ITIL processes
Production Support of CA ServiceDesk Manager (CASD), CA SC, CA EEM, CA ITPAM & CA ITAM Tools.
Ensuring Incidents, Requests and Changes are resolved within the agreed OLA & SLAs.
Contribute documentation to the shared knowledge base
Ensure all related documentations are created and in place as per the existing process
Execute change management tasks in line with defined processes
Take a leading role in the analysis and resolution of problems and coordinate with other internal teams, stakeholders and clients
Be familiar with the approaches of troubleshooting problems
Act as a role model and mentor for fellow team members
Must be willing to support oncall issues to support the CASD Tools environment as and when needed.
Possess a strong understanding of technical support process of applications
Good experience and hands-on troubleshooting of Enterprise applications
An understanding of ITIL and ITSM
Basic Knowledge on CA ServiceDesk Manager (CASD) & other ITSM Tools.
Additional preferred knowledge: About ServiceNow (as end user/Admin)
Troubleshooting skills not limited to ITSM Tools, must be able to troubleshoot network and Windows.
Good problem solving and analytical skills with knowledge of problem analysis
A ‘client centric’ approach
Excellent demonstrable English written and verbal communication skills
Able to communicate in groups with confidence and conviction
Ability to multi-task and work well under pressure
Good team working skills are essential
Ability to document processes and procedures in a clear, concise and logical manner
Exceptional customer service skills
ITIL certification desirable
At least 2-3 years of experience from a Managed Services background
Handled and worked in applications/service support scope
Must have worked or open to work in ‘Shift’ basis.
Apply Here: https://bit.ly/2SENSWW