Associate

    HCL Technologies Ltd.
    Windham, CT
    Full-time, Part-time

    Job Description

    "Strong working knowledge and skills in Incident/Problem/Change management disciplines;
    Security management;
    Service Continuity;
    Service Level management;
    Problem Solving Techniques;
    AIX Operating system;
    DB2 for AIX (SQL language);
    IBM WebSphere MQ;
    LAN/WAN;
    Microsoft Operating Systems;
    Maximo Tool;
    Tivoli Workload Scheduler;
    Tivoli Enterprise Portal; and Lotus Notes.

    Working experience with system Monitoring tools. Strong Verbal and Written Communication. Strong Recovery Management skills. Has previous experience working with external clients. Strong analytical skills. Quick thinker and quick learner. Has previous experience working in an 24x7 Operations environment
    "
    (1.) To maintain high login Efficiency (Availability) for customers (2.) To resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements and company policies (4.) To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases (5.) To update worklogs and follow shift/ escalation process and process compliance (6.) Work on value adding activities such Knowledge base update & self development

    Experience

    0-2.5 Years

    Qualification

    B Tech

    No. of Positions

    1

    Skill (Primary)

    CFS-Processes-IT Process Engineering

    Country

    USA

    Employee Group

    Contract

    City

    Windham

    Entity

    INFRA

    Auto req ID

    683596BR

    Removal Date

    21-May-2021

    Posting ID: 558409108Posted: 2020-05-22