Maintenance and Level-2 support for EUC tools like Nexthink/Systrack Workblaze, Healing Station, Optibot, and Hitachi / Sail point/ Password Reset etc. Work on daily operational tasks Documentation of the products, SOPs etc. and maintain the updates Weekly and monthly reporting from the tools Review meetings with the stakeholders Maintain technical skill continuity and consistency of other stakeholders Ensure continuous improvement of services provided Work with various teams for smooth transition of deliverables Includes preparation of other stakeholders to support new technology Develop and maintain Training Plan Proactively work with other groups on normal process support issues Reactively work with other groups to gather technical information in the case of outages, reduced services, emergencies or other exceptions from the normal process Work closely with stakeholders to implement technical action items Ensure implementation of BOP (Best Operating Practices) Establish communication link with other zones relative to technical and support environment Manage small Service desk related projects.

Hands on Experience on Nexthink Sense, ACT & Engage, Systrack, Engagements, Resolve Good understanding of monitoring fundamentals Disciplined, systematic problem solving skills required ITSM ticketing tools such as Remedy, Service-Now Hands on MS Office Suite usage Has knowledge of Windows Administration like basic Windows troubleshooting, understands and troubleshoots CPU, IO and utilization. Has knowledge of Web Servers, IIS, knows how to reset IIS, stop a web site, reads IIS log files for errors, etc