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Title:  Availability and Capacity Management

Requisition ID:  66074
City:  Pune
Country/Region:  IN
  • ITIL framework knowledge and operational experience in Availability & Capacity Management.
  • Responsibilities include the following
    • ITIL framework knowledge and operational experience in Availability & Capacity Management.
    • Responsibilities include the following:
      • Work with Service Towers to obtain requirements to ensure that new or modified IT services will meet availability targets
      • Work with Service Towers to produce and maintain an appropriate and up-to-date Capacity Plan, which reflects the current and future n

         

        • ITIL framework knowledge and operational experience in Availability & Capacity Management.
        • Responsibilities include the following:
          • Work with Service Towers to obtain requirements to ensure that new or modified IT services will meet availability targets
          • Work with Service Towers to produce and maintain an appropriate and up-to-date Capacity Plan, which reflects the current and future needs of the business
          • Works with Service towers t

            3- 5 years of experience in Availability & Capacity Management

            (B2)rs of experience in Availability & Capacity Management(B2

            • ITIL framework knowledge and operational experience in Availability & Capacity Management.
            • Responsibilities include the following:
              • Work with Service Towers to obtain requirements to ensure that new or modified IT services will meet availability targets
              • Work with Service Towers to produce and maintain an appropriate and up-to-date Capacity Plan, which reflects the current and future needs of the business
              • Works with Service towers to enhance IT service availability including Monitoring, measuring, analysing and reporting service and component availability
              • Work with Service Towers to produce and maintain an Availability Plan which prioritises and plans IT availability improvements
              • Ensures that availability-related incidents and problems are addressed and that service performance achievements meet or exceed all of their agreed performance targets.
              • Ensures Service Towers assess the availability impact of new change requests

            Is responsible for monitoring IT availability levels, comparing actual levels against targets, and addressing shortfalls

             

            o enhance IT service availability including Monitoring, measuring, analysing and reporting service and component availability
          • Work with Service Towers to produce and maintain an Availability Plan which prioritises and plans IT availability improvements
          • Ensures that availability-related incidents and problems are addressed and that service performance achievements meet or exceed all of their agreed performance targets.
          • Ensures Service Towers assess the availability impact of new change requests

        Is responsible for monitoring IT availability levels, comparing actual levels against targets, and addressing shortfalls

         

        eeds of the business
      • Works with Service towers to enhance IT service availability including Monitoring, measuring, analysing and reporting service and component availability
      • Work with Service Towers to produce and maintain an Availability Plan which prioritises and plans IT availability improvements
      • Ensures that availability-related incidents and problems are addressed and that service performance achievements meet or exceed all of their agreed performance targets.
      • Ensures Service Towers assess the availability impact of new change requests
    Is responsible for monitoring IT availability levels, comparing actual levels against targets, and addressing shortfalls
    • Work with Service Towers to obtain requirements to ensure that new or modified IT services will meet availability targets
    • Work with Service Towers to produce and maintain an appropriate and up-to-date Capacity Plan, which reflects the current and future needs of the business
    • Works with Service towers to enhance IT service availability including Monitoring, measuring, analysing and reporting service and component availability
    • Work with Service Towers to produce and maintain an Availability Plan which prioritises and plans IT availability improvements
    • Ensures that availability-related incidents and problems are addressed and that service performance achievements meet or exceed all of their agreed performance targets.
    • Ensures Service Towers assess the availability impact of new change requests

Is responsible for monitoring IT availability levels, comparing actual levels against targets, and addressing shortfalls

Job Description

Role Purpose

The purpose of the role is to resolve, maintain and manage client’s software/ hardware/ network based on the service requests raised from the end-user as per the defined SLA’s ensuring client satisfaction

͏

Do

  • Ensure timely response of all the tickets raised by the client end user
  • Service requests solutioning by maintaining quality parameters
  • Act as a custodian of client’s network/ server/ system/ storage/ platform/ infrastructure and other equipment’s to keep track of each of their proper functioning and upkeep
  • Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe
  • Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction
  • Provide an acceptance and immediate resolution to the high priority tickets/ service
  • Installing and configuring software/ hardware requirements based on service requests
  • 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations
  • Provide application/ user access as per client requirements and requests to ensure timely solutioning
  • Track all the tickets from acceptance to resolution stage as per the resolution time defined     by the customer
  • Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction
  • Coordinate with on-site team for complex problem resolution and ensure timely client servicing
  • Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner

͏

Deliver

No Performance Parameter Measure
1.   100% adherence to SLA/ timelines
Multiple cases of red time 
Zero customer escalation
Client appreciation emails 

 

͏

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3- 5 years of experience in Availability & Capacity Management

(B2)rs of experience in Availability & Capacity Management(B2

  • ITIL framework knowledge and operational experience in Availability & Capacity Management.
  • Responsibilities include the following:
    • Work with Service Towers to obtain requirements to ensure that new or modified IT services will meet availability targets
    • Work with Service Towers to produce and maintain an appropriate and up-to-date Capacity Plan, which reflects the current and future needs of the business
    • Works with Service towers to enhance IT service availability including Monitoring, measuring, analysing and reporting service and component availability
    • Work with Service Towers to produce and maintain an Availability Plan which prioritises and plans IT availability improvements
    • Ensures that availability-related incidents and problems are addressed and that service performance achievements meet or exceed all of their agreed performance targets.
    • Ensures Service Towers assess the availability impact of new change requests

Is responsible for monitoring IT availability levels, comparing actual levels against targets, and addressing shortfalls

 

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