• Working in cyclic shifts (morning / evening / night) and supervise the IT Servers/databases and applications and other network entities/services in real time as well as through periodic reporting and ensuring that all issues/alarms are timely escalated to support teams.
• After detection of an issue its existence is communicated to relevant support team meanwhile its impact is calculated, and in case of any outage/degradation higher management is informed and all that is done in a timely manner; concern teams are kept engaged until the issue is restored or customer impact is minimized. (Impact magnitude, Outage or Degradation/Partial Degradation etc.)
• Conduct VAS system’s health checks and ensure any abnormalities are communicated to concerned departments for permanent fix. (proactively monitor CPU, Memory Utilization, and VAS application Running on Mentioned System
• Aggressive follow up against any unresolved or prolonged issue to minimize any unforeseen impact on customer’s experience.
• Customer complaint handling involving VAS related issues, we are able to resolve customer specific issues and thus support our internal customer care teams.
• Provide Level-1 support to VASIT Teams in prepaid/postpaid VAS related issue. Within agreed SLA and take up with Level2 VAS team if any network related issue found or issue related to Development for resolution.
• Smooth Shift handover and takeover, Generation of Shift Conformance reports,Ensure Conformance to Network Operation Center .

• Responsible for day to day operational management of system,databases,applications.
• Responsible for managing complaints/Incidents and ensuring that they are resolved.
• Proper monitoring of system and health check to make sure that they are available and problem
free.
• Provide first level support for Billing and other Business Support Systems.
• Write and execute the database queries to cater the user requests/operational tasks.
• Maintain availability of all required services as per KPI.
• Ensure timely delivery of content through VAS solutions monitoring and issue resolution on
Level1 to support.
• Automation of all the Operational activities day to day.
• Coordinate integration activities between the VAS solutions with the core network, the LAN, the •
• charging & third party content provider.

Supporting Company’s departmental users at all level as a part of service desk team. Ensuring that all hardware and software is configured and installed correctly.
Duties:
• Working on the ticketing system for the resolution of IT related issues according to KPI’s.
• Supporting users over the telephone and by email.
• Install, upgrade, support and troubleshoot XP, Windows7, window8.1 and Microsoft Office 2007, 2010 and any other authorized desktop applications.
• Troubleshooting network connectivity in a LAN environment.
• Responding for User complaints for hardware & software issues on ticketing System.
• Imaging PCs, Workstation and Laptop using Symantec Ghost & Acronyms tool.
• Troubleshoot basic network issues. (IP related issues, cabling issues, network card issue).
• 1st line support. Troubleshooting of IT related problems such as laptops, desktops, IP telephony, Citrix Thin clients, scanner and printers.
• Downloading software’s and copying in relevant folders, maintenance of File Server.
• Creation & Disabling of user accounts, Trouble Shooting password issues.
• Configure the outlook profile of the users.
• Writing Technical documents/Knowledge-Base for future references.
• Training new Employees.

• Test computers to ensure proper functioning of computer system.
• Install, upgrade, support and troubleshoot XP, Windows 7 and Microsoft Office 2007 and any
other authorized desktop applications
• Troubleshooting network connectivity in a LAN/WAN environment.
• Network and connect computers within organization to better communication.
• Interact with staff on desktop problems and their resolution.
• Train end users on usage of computer hardware and software.
• Maintain computer peripheral device like printer and resolve associated problem.