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Position : Technical Support Specialist - AIX
Education : Computer Science Degree or equivalent
Experience : 2+ years of relevant experience
Job Location : Gurgaon
Function:Technical Services - IBM System pâ„¢ Server Support
Purpose:
To provide Remote Technical Support to IBM's Customers, both internal and external, on multiple products, subsystems, and/or Systems in the High Availability Product Environment
Context (Impact): Customer Satisfaction, and Issue Resolution
Main Priorities:
01. Utilize AIX commands that are service related and recognize expected outcome
02. Utilize SMIT to view disk configuration, utilization, and status
03. Use DOS utilities to capture AIX output to be sent to Support Personnel
04. Access logs and run diagnostics remotely from a laptop
05. Utilize Infocenter to perform PD, physical planning, locations, etc.
06. Load and run all modes of diagnostics and task on all p-Series systems
07. Access and analyze both the AIX and Service Processor error logs to identify potential and current problems
08. Create a diagnostic user id for limited system access
09. Utilize WCII to install supported p-Series systems with and without the HMC
10. Describe dual HMC installation with / without gigabit Ethernet and internal modem
11. Install and Configure Service Agent on supported p-Series systems
12. Develop an action plan to install a CSU system when customer requests IBM
13. Run Inventory Scout to identify microcode and firmware levels
14. Acquire and install current level firmware for all p-Series systems
15. Perform PE Debug procedures from the HMC to resolve p-Series system problems
16. Collect IQYY log from the HMC per Support Center directive
17. Execute System Verification following a repair and reset the error log "high water" mark
18. Utilize current maintenance package to diagnose and support HMC / non HMC attached systems
19. Utilize the maintenance package with / without an HMC to perform concurrent HS/P on supported components without customer impact
20. Utilize the HMC to look up error logs and perform PD on supported p-Series systems
21. Manage the system through the operator panel
22. Perform p5 PD utilizing both Directed and Guided approach
23. Utilize SFP per the maintenance package to correctly close out the call
24. Load stand-alone diagnostics on an LPAR running Linux
Key Outputs:
01. Ensure Customer Satisfaction, and end-to-end Issue Resolution (as per defined Processes) on each Customer Contact
02. Deliver & perform as per the defined SLAs
03. Ensure Adherence to Existing Processes
04. Meet Productivity Metrics
KEY PERFORMANCE INDICATORS:
Own/Team Performance
01. NSI
02. Clear Rate
03. CRU Rate
04. Dispatch with Action Plan
05. Effective Action Plan
06. Overall Effectiveness
07. Percent of Calls Handled
08. Screening Clear First Time Fix
09. Live Call Response
10. Customer Contact
11. Call Screening Self Sufficiency
12. Parts’ Accuracy Reports to:
Direct: Delivery Program Manager
Relationships:
Internal
01. Delivery Program Manager
02. Lead - Ops
03. Quality Analyst
04. Process Trainer
05. V&L Trainer
06. IBM System pâ„¢ Advanced Support Team (North America)
External
NA
Dimensions:
Part of an ~15-Member Team (As per Business Requirement)
Decision Making Authority:
NA
Financials:
NA
Knowledge/Skills:
Expertise in AIX Operations/Administration
Qualifications:
Computer Science Degree or equivalent
Experience:
Mandatory
01. Excellent Verbal Communication Skills (English)
02. At least 6 Months Experience with the AIX Operating System
03. Min 12 Months of Tier-1 Remote Technical Support Experience for International Clients (Overall Work Experience - 2 Years or above)
Preferred
01. AIX Certification (With Programming or Scripting Experience)
02. At least 2 Years Experience Supporting the AIX Operating System
03. Min 6 Months of System pâ„¢ Support Experience
Selection Criteria:
01. AIX Vitality Check (Written)
02. Interview on Technical and Verbal Communication Skills Functional Skills
01. Customer Service & Management
02. Troubleshooting
03. Verbal & Written Communication
04. Problem-Solving
05. Comprehension
06. Analytical
07. Empathy
08. Commitment to Quality
09. Flexibility
10. Learning & Knowledge Enhancement
11. Self-Driven
12. Team Player Competencies:
Foundational Competencies
01. Adaptability - Demonstrated Competency
02. Client Focus - Demonstrated Competency
03. Communication - Demonstrated Competency
04. Creative Problem Solving - Demonstrated Competency
05. Drive to Achieve - Demonstrated Competency
06. Passion for Business - Demonstrated Competency
07. Taking Ownership - Demonstrated Competency
08. Team-Work & Collaboration - Strength
09. Trustworthiness - Strength
If you wish to know more about company, log on to www.ibmdaksh.com
Apply with your updated Resume & following details
Full Name :
CTC :
ECTC :
Notice Period :
Note: we are looking for candidates who can join ASAP
Thanks & Regards
______________________________
Habeeba Ahmed
HR-Executive
Email : itcvs@shristiconsultants.net
Call : 040-66173491
Website: www.shristiconsultants.net
Shristi Consultants, Established in 1999, head quartered in Hyderabad with the strong reputation for a systematic one-stop-shop to meet all HR requirements like Search, Selection and Human Resources Consulting. We have an established client base, which extends to around 32 Organizations & certified by ERA (Executive Recruiters Association)
“Work without recognitIon is slaveryâ€
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