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 : Google Cloud Compute Services
Minimum 7.5 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary: As an IT Customer Service Representative, you will manage the delivery for IT production systems and services. You will drive incident, issue, and outage management, investigation, and restoration. Your typical day will involve ensuring the smooth operation of IT systems, resolving technical issues, and providing excellent customer service to internal stakeholders. Roles & Responsibilities: - Expected to be an SME, collaborate and manage the team to perform. - Responsible for team decisions. - Engage with multiple teams and contribute on key decisions. - Provide solutions to problems for their immediate team and across multiple teams. - Manage the delivery of IT production systems and services. - Drive incident, issue, and outage management, investigation, and restoration. - Ensure the smooth operation of IT systems. - Resolve technical issues and provide excellent customer service to internal stakeholders. Professional & Technical Skills: - Must To Have Skills: Proficiency in Cloud Infrastructure. - Good To Have Skills: Experience with Google Cloud Compute Services. 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 statistical analysis and machine learning algorithms. - Experience with data visualization tools such as Tableau or Power BI. - Hands-on implementing various machine learning algorithms such as linear regression, logistic regression, decision trees, and clustering algorithms. - Solid grasp of data munging techniques, including data cleaning, transformation, and normalization to ensure data quality and integrity. Additional Information: - The candidate should have a minimum of 7.5 years of experience in Cloud Infrastructure. - This position is based at our Bengaluru office. - A 15 years full-time education is required.