command center agent

TCS Is Hiring for command center agent

ROLE: command center agent

Location: Chennai, Mumbai

Experience Range: 3-6 Yrs(Relevant)

JD:

Must-Have:

• Prior experience in Command Center, L1 Mainframe activities, BMC Control M tools, Mainframe console monitoring and alerting, Service now management.
• Good Knowledge on Service Now Event, Alerts, Batch, Incidents, Service Request and Problem Management
• Good Communication, Multi-tasking and Strong Analytical Abilities
• Mainframe Job Monitoring, Mainframe Control M AJF activities (including L1 task like identifying reason of job failures)
• Prior experience L1 Mainframe activities.
• Prior experience in mainframe IPL activities.

Good-to-Have:

• ITIL certified, RiO and Six Sigma practices.
• Knowledge on Mainframes.
• Ideas/innovation on automation.
• Relevant knowledge to monitoring Infra, Application and Services related Alerts / Incidents - Splunk, BMC tools, Control M, Service Now Event Management and ITSM tools

Responsibility of / Expectations from the Role :

• Monitor the Service-Now queues (Alerts, Tasks, Incidents), Control-M EM shouts, NOC mailbox, Mainframe console and action immediately within defined SLA's.
• Need to follow the SOP's/Instructions accurately and engage the respective support immediately on first event.
• Need to understand the process and create/update SOP's and knowledgeable articles as per the requirement.
• Should proactively take ownership and action on critical activities
• Good and clear communication to interact with customer.
• Assist and manage the team members whenever required.
• Need to understand the customer environment and suggest ideas for process improvement.
• Adhere to defined escalation process.

Interested candidates pls share your cv to mailid : [HIDDEN TEXT] with subject 'command center agent' for further Discussion.