Concentrix Looking for Sr. Technical Representative, IT Operations at Ranchi, Jharkhand

Concentrix; Ranchi; On-site; INR 4,50,000 - 6,75,000; Full time

Job summary

Join a dynamic team as a Senior Technical Representative in IT Operations at an innovative firm. This role is pivotal in ensuring the efficiency of IT infrastructure, compliance with policies, and maintaining high customer satisfaction scores. You will be responsible for managing incidents, overseeing asset management, and ensuring that all operations run smoothly without any hiccups. If you are passionate about technology and customer service, and thrive in a fast-paced environment, this position offers a fantastic opportunity to make a significant impact in the IT operations landscape.

Qualifications

• Experience in IT infrastructure and asset management is essential.
• Strong understanding of compliance and incident management.

Responsibilities

• Ensure compliance and manage incidents with high severity cases.
• Maintain asset inventory and manage end-to-end asset processes.

Skills

IT Infrastructure Management

Incident Management

Asset Management

Compliance and Auditing

Customer Service Orientation

Education

Bachelor's Degree in IT or related field

Tools

Ticketing Systems

Asset Management Software

Job description

Job Title:
Sr. Technical Representative, IT Operations

Job Description

IT Infrastructure Responsibilities:

1. Ensure that all internal and external audits are “SAT”.
2. Ensure compliance of 99.99%.
3. Actively participate in the ramp up/down/Sunset for all accounts and handover of seats to Business.
4. Ensure no unused materials (e.g., empty cardboard, wooden boxes, monitors, CPUs, phones) are lying in the datacenter & Hub Rooms.
5. Open tickets report daily and ensure all older tickets (> 1 day) are acted upon and closed.
6. Initiate efforts to reduce repetitive tasks/tickets.
7. Manage incidents properly and handle incident notifications and escalations in case of High Severity Cases (Sev-1, 2, 3).
8. Reduce Technical and Security Risks.
9. Ensure adherence to Concentrix policies and procedures.
10. Maintain Customer VOC score of >/=9.
11. Meet Ticket SLA (response and resolution) of 99.9%.
12. Ensure that checklists, Playbooks, BC and DR tests are completed as per agreed frequency.
13. Manage end-to-end Asset management (from Procurement to Scrapping).
14. Clear ECF on a daily basis, ensuring no pending items for more than 24 hours.
15. Update AST on a daily basis, ensuring no pending items for more than 24 hours.
16. Keep store inventory 100% updated for inventoriable and non-inventoriable assets.
17. Ensure all computing devices (with HDD/CPU) are cable locked or stored securely at all times.
18. Ensure accountability for computing devices out of store (for testing/temporary requirements or reimaging).
19. Conduct physical verification and acknowledgment for assets returned by AHA staff daily.
20. Ensure 100% of inventoriable assets have labeling (with BAR code/QR code for machine-based reading).
21. Perform asset reconciliation – In Use/Store.
22. Share Asset Inventory weekly (AHA/B&M and in store).
23. Track defective/damaged IT Assets and inform IT Manager to initiate PO for repairs.
24. Track the delivery of materials after PO release, ensuring delivery within the agreed timeline mentioned in the Quotation.
25. Repair assets under Warranty within 15 days’ time.
26. Maintain the IT Store and ensure no orphan assets are lying in the NOC Room, Production Floor, or any other area on-site.
27. Ensure proper dressing of all installed assets in the Support & Production area.
28. Track and reply to emails with a maximum TAT of 24 hours.

Customer Responsibilities:

1. Maintain Customer VOC score of >/=9.
2. Meet Ticket SLA (response and resolution) of 100%.
3. Meet all Contractual/Non-Contractual/Customer metric targets.

Location:
IND Ranchi – Maru Building – 2F & 3F

Language Requirements:

Time Type:
Full time

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