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This requirement is valid till 25-09-2019

Required Skills:

  Data Center Operator
Location:  Mumbai
Domain:  IT & ITES
Qualification:  Any Degree
Experience:  2-4 yrs.
Job Description with Roles & Responsibilities: 

Wintel /Linux/AIX ( L1) – 5 Resources

Ø  Full time Graduate degree

Ø  Trained on ITIL V3

Ø  3 Years relevant experiencein respective tower working on complex DC Environment

Ø  Shouldhave worked in change / incident / problem management


1.1        Day to day Management

As this is a crucial internal project,Supplier is required to apply best of project management practices. IBM ProjectManager will assess the project execution on following parameters. Ratings (ona scale of 1 to 5; 1- Low and 5- Excellent) will be publish on monthly basisfor Supplier management. 

  • Service Level Adherence for
    • Call, Email &Self-service Tickets response time.
    • Incident recording and classification
    • Call & email resolve time
    • Call & email escalation / transfer time
    • Call & email closure time


  • Customer feedback ratings.
  • Internal quality monitoring measurements & meeting consistently targets set.
  • New hire and refresher training activities.
  • New process improvement and innovation activities.
  • Clearing of outstanding cases for individual agents.
  • Talent retention and attrition management.
  • Ensuring all tickets are transferred to the correct resolver group in 100% of cases
  • Check for satisfactory & well documented case notes for IBM to provide its end customer with trend analysis, basis random sampling methodology.


Primary purpose of this report is tobring required management attention of both IBM and Supplier for the success ofthe project. Some of these ratings will have a direct impact on the financialpenalties for the supplier. More details on this available in the penaltyclause of this RFP.





2-4 YEARS 


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