HCL - Project Management - Infra

Company - HCL Tech

Location - Hyderabad

Skill - Windows

Experience - 7-11 yrs

JD:

- Capacity Provisioning.

- Ideal candidates will have 10+ years experience in the infrastructure management space

- Extensive Experience in ITIL / ITSM processes.

- Monitoring email queues for questions and resolutions and/or directly responding to customer questions in the IT Service Management tool.

- Monitoring several queues in the order provisioning tool for action described in further detail in the Capacity provisioning process document as outlined in Customers Capacity Management Operations Guide

a) Processing of VM/Blade/Physical requests from customer order to handoff

b) Processing of non-standard build requests from customer order to customer handoff

c) Processing of non-standard peripherals from customer order to customer handoff

d) Monitoring of all automated build processes including Public and Private VMs, handling of error scenarios and investigation, resolution for stuck orders, customer communication for orders that require manual intervention to complete

- Tier 3 Customer Escalation for order provisioning processes including resolution of escalated questions and issues from the Help Desk

Creation and maintenance of Knowledge Base article to aide tier 1 and 2 in incident resolution

- Data cleanup projects in the Asset and Configuration Management Databases, and Order Provisioning data sources creating daily reports on volumes and performance against key SLA metrics

- Validation of Asset and Configuration Management CI - data quality for new assets

- Create and manage CMDB tickets to provision additional services

- Use standard email templates and PowerShell automation to contact customers at different stages

- Attend project meetings as a SME resource

- Management and compliance to defined Governance policies and guidelines

- Staffing resources appropriately in order to maintain support and service levels as described in SOW

- Running daily/weekly/monthly reports for metrics and developing remediation plans

- Ownership of creating customer communications regarding service changes/outages/etc

- Strong Communication & cross-team collaboration - written and verbal

- Ability to work under continual deadline pressures as required

Please share profile, Contact person - Namrata