command center Agent

TCS IS HIRING FOR command center Agent

ROLE: command center Agent

Experience Range: 3 to 6 yrs (Relevant)

Location: Mumbai

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 :

1 .Monitor the Service-Now queues (Alerts, Tasks, Incidents), Control-M EM shouts, NOC mailbox, Mainframe console and action immediately within defined SLA's.

2 .Need to follow the SOP's/Instructions accurately and engage the respective support immediately on first event.

3 .Need to understand the process and create/update SOP's and knowledgeable articles as per the requirement.

4 .Should proactively take ownership and action on critical activities

5.Good and clear communication to interact with customer.

6.Assist and manage the team members whenever required.

7.Need to understand the customer environment and suggest ideas for process improvement.

8.Adhere to defined escalation process.

Interested candidates pls share your cv to mailid: [Confidential Information] with subject command center Agent for further Discussion.