Primary Skills:
• Understanding of ITSM process, tool management technology & process
• Technical skills include knowledge of IT systems, tools, and standards, as well as the ability to analyze data and metrics, troubleshoot issues, and implement solutions.
• Interpersonal skills include leadership, teamwork, communication, negotiation, and customer service.
• Good understanding of OEM management & partner management
Responsibilities:
• ITSM tool management: Managed ITSM tolls i.e. tools management, integration management, reporting and toll license management
• Automation and Development: Developed automation use cases and self-healing use cases
• Expertise on ITSM tools i.e. Broadcom UIM, Symphony Summit, Dynatrace, Nagios, Kibana, and Grafana
Want more jobs like this?
Get Software Engineering jobs in Dhaka, Bangladesh delivered to your inbox every week.
• Portal and Device Monitoring: Ensured portal response and accessibility; monitored 2800+ Linux servers, 670 Windows servers, 300 DBs, and 180 storage/backup devices
• Ticket Management and Operational Support: Resolved tickets and escalated issues through the ticket portal; facilitated operational tasks and tested live issues in staging environments
• Stakeholder Communication: Coordinated with stakeholders for deployment, maintenance, and issue resolution
• Reporting and Databases: Prepared daily and monthly service reports and also prepare ad-hoc reposts as per customer requirement
• Process Automation: Created and managed automation tools using ticket correlation, automation and shell scripting
• Client Interaction: Resolved client issues via phone, email, or chat; developed best practices and guidelines for technical support
Requirements:
• Graduate or Post-graduate in Computer Science/EEE from any reputed university
• Excellent communication & presentation skills and reasonable numeric skills
• Understanding of ITSM process, IT Infrastructure Management, SLA
• Experience and understanding of IT monitoring tool administration
• Good understanding of statistical and analytical principles and processes
• Ability to interact successfully with all levels of the Customer and IT Provider organization
Symphony Summit ITSM