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Position: Optibot
Healing Station Administrator
Location: Cary, NC
Duration: FTE
Level: L3
General Description
- Job description for Optibot Healing Station Administrator (Aptean Proactive Assist self-healing [SSeS] tool) in Steady State profile.
Responsibilities
- Reactively work with other groups to gather technical information in the case of outages, reduced services, emergencies or other exceptions from the normal process
- Handle change request under niche transformations over Optibot Healing station platform end to end in administrating Optibot healing station and identifying the automation in the environment (DD, UAT, Go Live, and Handover & Closure).
- Capability to handle customer, delivery, vendor communication & transactions at various level managing & completing stakeholder expectations during change request and steady state.
- Provide/Manage escalated support requirement's from ongoing steady state operations.
- Resource Creation - Enabling Operations and the operation team by conducting trainings.
- Functionally report to BPS USD Practice, ensuring constant maturity of product as a service offering. For example development of required automation, maintenance of steady state staging server and documentation etc.
- Thinking outside the Box, with capability to identify automation opportunities at L1 service desk automating low skill works by analyzing ticket dump of service desk, RDS, OSS, top call drivers etc.
- Shall be responsible for maintenance of production environment in terms of update and upgrade of staging server and production environment.
- Have to ensure that the regular backup and monitoring of production server is executed by their respective teams under mandatory activities ensuring platform continuous availability.
- Shall be responsible for generating the reports over AUE (Adoption, Usage & Effectiveness) and submit to the stakeholders.
Technical Requirements
- Understanding over MS Sever 2008/2012 environment – Preferably Hands On
- Understanding over MS DB - Preferably Hands On
- Understanding over concepts like Monitoring, Backup, DR, Patching, HA, Clustering
- Technical Service desk or technical call center experience is necessary.
- Disciplined, systematic problem solving skills required.
- Windows Operating systems
- Clients: Windows7, Windows Vista, Windows XP, Windows 2000
- Servers: Windows 2000, Windows 2003, Windows 2008,
- Knowledge of Active Directory, Exchange 2003/2007
- MS Office Suite (XP, 2003, 2007 and 2010): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio)
- Internet browsers (e.g. Explorer, Chrome, Firefox),
- VPN and remote dial-in users
- Support for laptop, desktops, and printers
- Others: Adobe Acrobat and other common desktop applications like WinZip, etc.
Soft Skills
- Good communication and conversation skills (Verbal and Written)
- Good documentation skills
- Should have a good customer handling skills
- Able to handle and predict risks
- High level of acceptance
- Can drive HCL’s value and its methodology
Other Skills / Experience
- Ability to learn new information quickly
- Ability to integrate as a cross-functional, team player
- Personal dedication to providing high quality, superior service
- Ability to work flexible hours when necessary to cover for other Service desk analysts and to be on call via pager during the week
- Ability to work flexible hours from time to time to cover for other Service desk staff and to be on call via pager during the week.
- Customer Focus
- Teamwork
- Technical Expertise
- Interpersonal Effectiveness
- Concern for Order and Quality
Years of Experience
- 5-7 Years with IT Service Desk Support handling SD L2 RDS/Windows Server Role
Certification requirements
- Preference to candidates certified as CCNA, CCNP, MCSE, MCSA
- ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred.