Description
Role: Network Monitoring Skilled Resource-Application Support - Level 2
Location: Helsinki, Finland
Type: Contract
Primary/Mandatory Skills:-
- Experience in Network Monitoring, & Fault Management tools like Huawei iManager, NetExpert , various network devices & technologies, appliances, performance stats collation/analysis and alarms and event management.
- Oracle Tuxedo experience would be an added advantage.
- Secondary Skills - Java/J2EE, Oracle DB
- Server Skills: Windows/Linux.
Role & Responsibility
- Experience in Application Production Support and Maintenance
- Experience of non-production environments such as development, testing, performance
- Proactive monitoring and surveillance of applications, Servers, databases, etc.
- Experience of ITSM tools such as BMC Remedy, Service-Now, etc.
- Understanding of the principles of ITIL Service Management such as Service Request Management, Incident Management, Change Management processes
- Familiar with the principles of customer care and SLA, KPI, OLA, etc.
- Excellent verbal and written communications; Ability to communicate effectively over the phone and face to face
- Keep customers informed of the progress of their queries.
- Responsible for day-to-day operations support tasks.
- Ability to work independently to solve customer issues with little or no supervision
- Excellent customer service skills
- Ability to mentor and support other team members
- Excellent interpersonal communications, working in team