• Duty Manager- Cloud Support

    Job Locations IN-Gurgaon
    Posted Date 2 months ago(10/1/2018 5:31 AM)
    # of Openings
  • Overview


    Globally headquartered in Stans, Switzerland with a local presence in 80+ countries, our 3,000+ technology experts help our customers optimize all aspects of their software portfolio, leveraging our extensive technical and commercial expertise and strong knowledge of and relationships with all main publishers, such as Microsoft, Adobe, IBM, VMware, Oracle, Citrix, Symantec, McAfee, and many more.


    We have been growing by over 30% year on year for the last 10 years and our revenue is over 7bn USD in Sales.


    Success at SoftwareONE is not defined by what you do for yourself, but by what you deliver for our customers, the business and for the employees around you.  SoftwareONE leaders are energized, super agile and are laser focused on delivering world class Customer Satisfaction and results.


    Our leaders motivate and inspire their teams and provide a working environment that delivers incredible levels of Employee Satisfaction.


    They are Humble, have a very high degree of Integrity and are simply not interested in politics. Our leaders operate with a high levels of Discipline but are able to work at Speed manage change in a global economy.


    Hear it from our Leaders on how SoftwareONE has been transforming the industry.





    • Ensure timely and even ticket assignment amongst different cloud support groups
    • Capture and drive SLAs as per SOP
    • Should be self – sufficient to drive Initial Response SLA and response SLA
    • Should act as shift lead
    • Producing management information, including KPIs and report
    • Understand the ticket details and as per the impact re-classify the priority of the ticket

    • Ensure correct categorization of the ticket as per issue details

    • Assist in ticket escalation process within team and to Microsoft

    • Monitor the Incidents and manage workload in their respective queues to ensure that Service Level Agreement and Operational Level Agreement are respected

    • Ensure coordination with CSMs in the event of P1 / E1 tickets, as required
    • Monitoring the effectiveness of incident management and making recommendations for improvement
    • Developing and maintaining the incident management system
    • Driving, developing, managing and maintaining the major incident process and associated procedures
    • Reviewing and auditing the process
    • Ensuring that all IT teams follow the incident management process for every incident
    • Ensure that activities within a process are being performed at a high level of quality and that it meets its associated Service Level Agreements or Operational Level Agreements





    • Any Graduate
    • 3-6 years of experience in Incident Management/Problem Management
    • Should be able to derive SLAs and KPIs
    • Flexible to work in 24*7 work schedule
    • Advanced Business Writing skills for customer deliverables
    • ITIL Certification is required
    • Intermediate project Management experience




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