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NTT DATA Services currently seeks a “Application Mgmt. Analyst” to join our team in “Noida”.
Role Responsibilities Provides system support for the areas of systems administration.
Utilizes a knowledge database and troubleshooting skills to complete request tasks, resolve tickets generated through automation and resolve tickets assigned by the service desk.
Understands and manages problems utilizing defined problem and change management policies and procedures according to ITIL framework.
Principal Accountabilities
- Monitors and diagnoses performance of ITSM Tools (Remedy and Service Now)
- Performs incident resolution, problem determination and root cause analysis.
- Escalates tickets to specialized technical teams. Resolves problems involving technical knowledge of ITIL and system administration.
- Provides positive customer experience with each customer interaction.
Career Level Criteria – Established working knowledge and application of a specialized technical skill.
- Understands how work impacts results for their area.
- Demonstrates knowledge of internal operations and develops relationships to facilitate workflow.
- Applies specialized knowledge to coordinate day-to-day work.
– Knowledge of related regulations and standards. – Strong understanding of current processes and procedures and may identify opportunities for improvement. – Completes a wide range of tasks and assignments. Problem Solving – Uses basic information- gathering skills. – Recognizes when there is insufficient information and brings problems to the attention of others. – – Escalates non-routine and/or technical issues to more senior –level team members. – Assignments require limited judgment with little to no decision- making. – Activities focus on support and maintenance rather than development or implementation. – Exceptions are resolved with the concurrence of a team lead or supervisor. Requirements -24×7 Support Model – ITIL Fundamentals – Proficient knowledge of Remedy and Service Now – Strong analytical skills
Job Segment: Systems Analyst, System Administrator, Database, Change Management, Technology, Management
