InfoPACC Ops Support - pune

#Ensono is Hiring

Key Responsibilities

  • 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:

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