Job Responsibility and Description :

Roles:

L1 - Service Desk Associate

L2 - Service Desk Tech

Reports to: Team Lead / Manager

Overall responsibility: Managing Data Transfer and Scheduling work for client

Work Hours : 24x7x365

Experience:

L1 - 3+ Years overall  / 1+ years relative

L2 – 4+ Years overall /2+ years relative

Required Skill Set –

1.       Good troubleshooting skills

2.       Good Knowledge on Sterling Connect Enterprise and Sterling Gentran Integration Suite(GIS) or any other data transfer and scheduling tools

3.       Good understanding of Batch processing

4.       Excellent Communication Skills

5.       Understanding of Windows 7, Internet explorer, Excel and Outlook

6.       Well versed with ITIL Processes

7.       Understanding of ERP software’s like SAP will be added advantage

Key areas of responsibility (L1):

1.       Monitor jobs and reporting

2.       Monitor schedules and runs and reporting

3.       Collecting information and reporting to L2 /Lead on timely basis

4.       Scheduling job’s , batch Processing

5.       Reporting to L2 /Lead on failed transfers and batch jobs

6.       Providing services to Requestors

7.       Collects error occurring and reports to L2 /Lead

Key areas of responsibility (L2):

In addition to L1 responsibilities L2 associate performers below

1.       Defines new job schedules for vendors and clients

2.       Test’s the jobs and reports the outcome

3.       Owns and manage escalation’s from L1’s and clients

4.       Participate in problem review for high impact or recurring problems

5.       Participate in Root Cause Analysis

6.       Work and resolve error’s reported by L1

7.       Works with Vendors on issues/problems

8.       Maintains vendor support service (schedules)

9.       Participate in regular /review meetings

10.   Provide support in case of Disaster recovery

Consults with

Job and Batch Schedulers  – Tier II and Tier III

Command Center

Change manager

Problem Manager

Application Vendors

Clients for resolving / re-running the jobs.

Term of employment:  Permanent

Qualifications: Graduate in any discipline;

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