IT Customer Service Representative

Project Role : IT Customer Service Representative
Project Role Description : Manage delivery for IT production systems and services. Drive incident, issue and outage management, investigation and restoration.
Must have skills : Cloud Infrastructure
Good to have skills : NA
Minimum 3 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary: As an IT Customer Service Representative, you will be responsible for managing the delivery of IT production systems and services. Your role will involve driving incident, issue, and outage management, as well as investigation and restoration. You will play a crucial role in ensuring the smooth operation of IT services and resolving any technical issues that may arise. Roles & Responsibilities: - Expected to perform independently and become an SME. - Required active participation/contribution in team discussions. - Contribute in providing solutions to work-related problems. - Manage the delivery of IT production systems and services. - Drive incident, issue, and outage management. - Investigate and restore IT-related issues. - Provide technical support to end-users. - Collaborate with cross-functional teams to resolve technical problems. Professional & Technical Skills: - Must To Have Skills: Proficiency in Cloud Infrastructure. - Good To Have Skills: Experience with virtualization technologies. -Technical Expertise in: o Cloud Volumes OnTAP (CVO) o Google Cloud Platform (GCP) o BlueXP Support operations of CVO on GCP and ONTAP on Premise/Converged Cloud: o Respond to and address capacity alerts. o may require coordination across System Engineering and App Engineering to migrate NFS shares to new clusters. o Participate in weekly Incident and Change management meetings to represent SAP Ariba storage team. o Management certs rotation. o Data ONTAP and firmware upgrades and recommendations. o Monitoring and reporting, storage resource deployment issues, questions, challenges. o Data ONTAP and firmware upgrades and recommendations within CVO instances. o Create Net New CVO instances within GCP as appropriate or against business requirements. o Conduct weekly capacity planning leveraging ActiveIQ and provide solutions to address capacity concerns. o Participation in regularly scheduled reviews with SAP Ariba storage team. o Provision and expand shares/aggregate storage. o Manage Access Security (client IP address access - modifying share export rules). - Strong understanding of IT infrastructure and networking concepts. - Experience with cloud platforms such as AWS or Azure. - Knowledge of IT service management frameworks like ITIL. - Familiarity with monitoring and troubleshooting tools. - Excellent problem-solving and communication skills. Additional Information: - The candidate should have a minimum of 3 years of experience in Cloud Infrastructure. - This position is based at our Bengaluru office. - A 15 years full-time education is required.