Advanced Diploma / Degree in IT from a recognized institute or University
Data Center Managed Services and Product Development
- Attend to customer complaints and provide first level troubleshooting to achieve a higher FCR (First Call Resolution) rate
- Maintain Proper Escalation procedures
- Coordinate with Infra team and Managed Services backend team
- Maintain the Internet Data Center (IDC) customer list up to date
- Report and involve respective 2nd level Engineers in critical issues
- Work with cross divisions to ensure timely feedback to the 2nd Level Engineers and customers
- Follow up IDC customer related SR (Service Request), complaints with divisions across the company
- Work with Other Operators, Vendors and third parties for support requirements
- Ensure ISO procedures are enforced and adhered
- Educate customers on ISO process and procedures as and when required