Exp.: Minimum of 8 years experience in the IT Industry At least 4 year experience in Lead role in IT operations and support
Technical experience in applications and Infrastructure
Industry / Area/ Domain : Retail/ IT Services/Manufacturing
KEY RESPONSIBILITY AREAS
Accountable for Level 2 IT operations/support activities for the assigned group of sites across business formats.
Responsible for the resolution of all Level 2 IT & SLP operational/support issues/problems that are escalated from Level 1
Responsible to assist with on-going IT operational activities at designated sites.
Responsible for escalation to vendors on issues and coordinate with them for timely support and closure of issues/problems
Responsible for communicating to Level 1 or business team about the progress or closure of issues/problems
Responsible to review and analyze the IT operational & support issues/problems and propose solutions/operational improvements
Responsible to operate & support within the IT framework by adhering to all SOPs and processes
Responsible to work with Operation & Support Manager for any direction on Zonal/Regional execution support required for the business.
Responsible to support the team on assignments related to rollout and training on a need-basis
WORKING RELATIONSHIPS / CHALLENGES
With Operations & Support Manager and their respective teams (L1) for facilitating/ coordinating Operation & Support activities.
With the Business teams to provide Operational and Support services.
With the Service Manager to provide operational and support services for business events and other requirements
With Vendors on a need basis for technical assistance
Skills & Knowledge :
Excellent technical skills.
Good analytical skills
Knowledge of application configuration and troubleshooting
Logical approach to problem solving and issue resolution.
Excellent interpersonal and communication skills.
Knowledge of retail /Restaurant industry will be an advantage.
Troubleshoot desktop and laptop, POS issues and resolve.
Knowledge of LAN & WAN
Knowledge of Router and AP basic configuration and troubleshooting (L0).
Knowledge on mail configuration
Knowledge to install OS like Windows / Linux etc.
Understanding of Retail Applications will be advantage
Working knowledge of MS Products Excel, Word & Power Point
Written and Verbal Skills English , Hindi & Local Language
