Job Description :
Sutherland is seeking anattentive and goal-oriented person to join us as a Senior Specialist for IT. You are joining Sutherland Global Services, aglobal business transformation company offering an integrated set ofback-office and customer service support services.
One of thelargest, independent transformation companies in the world, Sutherland serves marqueeclients in major industry verticals.
With our head office in Rochester, NewYork, USA, you will be part of our continuously growing number of 38,000professionals from over 61 global delivery centers around the globe.
If you are an IT Specialist looking for a global career, do notmiss this opportunity at Sutherland!
As a SeniorSpecialist for IT, you will set the path to success by ensuring that allworkstations are accessible for the organization’s day-to-day operations.
Key Responsibilities :
Provide the required support to the management team in ensuring seamless operation and support to the customers
Provide time critical support to system users within the business areas, ensuring maximum efficiency to achieve maximum customer satisfaction
Efficient problem resolution and maximize the system availability
Review the frequently faced system problems and work on the improvements
Identify pressure points and minimize risks
Contribute towards automation and minimizing issues by improving technology and reduce owner ship costs
Strictly adhere to the set procedures and follow the guidelines
Ensures strict compliance on agreed SLA for issue resolution
In Call 24x7
Security and Compliance / Business Integrity
Strictly adhere to the set procedures and follow the guidelines and fully aware of SGS security policies and company standards
Maintains integrity of systems
Documentation maintained to support compliance / IT Security and audit requirements
Ensures that the team member / staff are compliant to the policies and standards of SGS
Day to Day Support
Act as Shift Lead / Duty Manager in charge of managing the operations for the particular shift. This includes task distribution and monitoring of staff utilization
Handles Incident and Problem Management, ensuring Incidents are handled accordingly including escalations, working with the relevant groups involved until the issue has been resolved, providing updates on the progress of the Incident and Root Cause Analysis
Participates and introduce Service Improvement Plans
Provides guidance and support to the Desktop Engineers and acts as next level escalation.
Coordinates with other Shift leads / Duty managers, SMEs, GSD, GTI colleagues, etc in day-to-day activities
Maintain a proactive approach within the team, communicate well, ensure Standard Operating procedures (escalations, etc) are followed, and contribute to the overall team Spirit
Knowledge and experience is shared with colleagues
Positive relationships are built and maintained with all parties
Be proactive in identifying opportunities to improve customer service
Communicate procedural changes / new initiatives are fully communicated to and implemented by the team and ensure its implementation
Share knowledge and experience with colleagues, providing assistance on referred / technical issues
Advise and guide the team in a constructive manner
Bachelorof Science in Computer Engineering, Computer Science or Electronics andCommunications Engineering
Atleast 2 to 3 years related work experience
MCP,MCSA,MCSE, ITIL Certification or equivalent is a plus
Technicalexperience with Windows Operating Systems, Active Directory, Cisco Networking,Virtualization technologies, Voice over IP and IP technologies, Antivirussystems, etc.
Abilityto work well with others in pursuit of business aims
Abilityto make realistic decisions and is willing to take the responsibility foracting on their own initiative
Highstandards of integrity with the ability to motivate self / others towardscontinuous performance improvement and personal development
Soundtechnical knowledge on related business areas
Familiaritywith standard concepts, practices, and procedures within information technology
Willingto work on different shifts and be assigned to other sites / location if required