| Industry: |
Telecommunication/ISP |
| Functional Area: |
IT |
| Total Position: |
1 |
| Job Type: |
Full Time/Permanent
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| Department: |
Global IT Services |
| Job Location: |
Islamabad, Pakistan |
| Gender: |
Doesn't Matter |
| Minimum Education: |
Bachelor's Degree |
| Degree Title: |
Bachelor’s degree or higher in IT/Engineering/Computer Science |
| Career Level: |
Experienced (Non-Manager) |
| Minimum Experience: |
2 Years (You should have minimum 02 years of relevant experience in the areas mentioned above.) |
| Apply By: |
Aug 31, 2012 |
| Job Posting Date: |
Aug 16, 2012 |
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| Job Description: |
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Position Purpose- As a Service Expert, you will be responsible for coordination, resolution and follow up of incidents and service requests related with technical Infrastructure and IT solutions TSS deliver to Telenor group companies. You will be reporting to Service Delivery Manager of Infrastructure in GIS.
Education & Professional Qualification- Bachelor’s degree or higher in IT/Engineering/Computer Science
Experience- You should have minimum 02 years of relevant experience in the areas mentioned above.
Key ResponsibilitiesService Expert responsibilities:- Follow-up with customer for operational and technical Infrastructure related issues.
- Follow-up with vendors for operational and technical Infrastructure related issues.
- Can support project related activities and help SDM in the execution of various technical and technology related tasks and service requests.
- Will work as first point of contact for all incidents and requests.
- Detailed knowledge and understanding of request/incident tickets handling process.
- Participate in Service Delivery meetings with and on behalf of SDM.
- Assist Change Manager of Infrastructure in analyzing and verification of requests for changes (RFC) associated with Infrastructure related changes.
- Maintain a log of various activities and ensure standard processes are being followed.
- Ensure development and architectural standards are being followed during the development of new technical services related with Infrastructure and systems in TSS in accordance of ITIL.
- Single point of contact for coordination with infrastructure vendor; activities related to Citrix Xen access, Firewall ports openings, Tunneling and VPNs, hardware and software configurations, access to TSS IT systems in Portfolio, SSL certificates, etc.
- Windows 2008 server edition, Citrix XEN, Windows 7 and Windows XP knowledge is vital.
Functional Skills/ Knowledge AreasYour Personal qualifications:- You have to be service minded with a “make it easy” attitude.
- You have experience working within IT architecture, Infrastructure, development and offshore delivery organizations with Shared Service deliveries type of concept.
- Have good communication skill and proficient in English, both verbal and written.
- You have to be structured and capable of managing a high degree of activities and remain focused on deliverables within defined timelines while ensuring quality.
- You are a team player, but have to be analytical mindset and able to work individually.
- Should have a good understanding of ITIL processes and tools.
- Can travel frequently, on a short notice and over extended period
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