Shopfloor OT/IT support Technician
About The Position
Shopfloor OT/IT support Technician Must Have Technical/Functional Skills Interaction with Team members for knowledge sharing, knowledge transition and issue resolution Stakeholder management, share regular updates and assist in preparing operational reports Triaging of issues and coordination with cross functional teams for timely resolution Follow service management processes (e.g. Incident, Change, Capacity, Problem etc.) Maintaining agreed SLA levels and assuring Quality of delivery at all times Adhere to shift rotation plan and Operating model Interaction with SME's on functional issues Coordinate communications between suppliers, OEM, and business stakeholders for their particular area Tracks and report progress to stakeholders Working experience in "ServiceNow" and knowledge on Incident, Problem, Change, SLM and Knowledge Management processes Shift timings : Monday to Friday:Morning 6:00 am till 2:30 pm, Afternoon 3:00 pm till 23:30 On-Call support beyond Office hours Extended Shift timings and Weekend working based on customer requirements
Requirements
- Interaction with Team members for knowledge sharing, knowledge transition and issue resolution
- Stakeholder management, share regular updates and assist in preparing operational reports
- Triaging of issues and coordination with cross functional teams for timely resolution
- Follow service management processes (e.g. Incident, Change, Capacity, Problem etc.)
- Maintaining agreed SLA levels and assuring Quality of delivery at all times
- Adhere to shift rotation plan and Operating model
- Interaction with SME's on functional issues
- Coordinate communications between suppliers, OEM, and business stakeholders for their particular area
- Tracks and report progress to stakeholders
- Working experience in "ServiceNow" and knowledge on Incident, Problem, Change, SLM and Knowledge Management processes
- Shift timings : Monday to Friday:Morning 6:00 am till 2:30 pm, Afternoon 3:00 pm till 23:30
- On-Call support beyond Office hours
- Extended Shift timings and Weekend working based on customer requirements
Responsibilities
- Day to day incident monitoring and resolution (Service Now preferred)
- Interaction with client (IT & Business users) on functional issues
- Triaging of issues and coordination with cross functional teams for timely resolution
- Follow service management processes (e.g. Incident, Change, Capacity, Problem etc.)
- Maintaining agreed SLA levels and assuring Quality of delivery at all times
- Adhere to shift rotation plan and Operating model
- Interaction with SME's on functional issues
- Coordinate communications between suppliers, OEM, and other IT stakeholders for their particular area
- Tracks and report progress to stakeholders
- Willing to work in shifts, this is mandatory
Benefits
- Discretionary Annual Incentive.
- Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.
- Family Support: Maternal & Parental Leaves.
- Insurance Options: Auto & Home Insurance, Identity Theft Protection.
- Convenience & Professional Growth: Commuter Benefits & Certification & Training Reimbursement.
- Time Off: Vacation, Time Off, Sick Leave & Holidays.
- Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Industry
Professional, Scientific, and Technical Services
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
