Administrator - L3

  
The Digital Experience Monitoring Engineer/Administrator role is to operate and performance-tune the digital experience monitoring platform based on Nexthink across the organization to ensure high levels of digital experience, asset management and security. This individual also participates in the planning and implementation of policies and procedures to ensure monitoring efficiency, and maintenance that is consistent with company goals, industry best practices, and regulatory requirements A Certified Nexthink consultant or competent professional with around 6 years of IT experience including 4+ years of extensive experience in Monitoring Tools & PowerShell scripting along with ITIL process like Incident Management, Problem Management and Change Management. Accountable for on-going Nexthink operations for the customer service monitoring, investigations, and remediation plans preparation/execution. Perform Trend analysis of workplace related business problems, identify top few incidents and work with respective teams/individual to minimize the incidents. Detect and indicate the possible root cause of proactive incidents that the monitoring tool flags. Accountable for maintenance of Customer Nexthink infrastructure, release management, capacity management etc. Manage and operate Nexthink tool daily which includes Nexthink analytics, proactive monitoring, create investigations, campaigns, surveys, Dashboards, reports, engage the end-user to help fixing the problem proactively, troubleshoot and perform the Root cause analysis, make sure the defined KPIs are met, automate wherever possible.Maintain Nexthink healthy operations in terms of product upgrades and healthy consoles Provide actionable insights to customers and automation opportunities. Develop metrics, dashboard/scorecard/reports for insights and data visualization overseeing Nexthink service production plan, based on Change & Maintenance Calendars (CMC), forecasts and historical data. Work on taking corrective actions based on the Customer satisfaction surveys. Work on the service improvement programs. Identify area of automation for issues being reported and able to develop customized scripts based on PowerShell/ other scripting language to automate manual tasks Develop Remote Actions based on Windows PowerShell and advanced Nexthink Scores based on XML Provide new insights to integrate Platform with existing solutions and internal processes; work against a set of Service Levels (SLs) Implement and maintain Nexthink tool interface integration for e.g., ServiceNow, chatbot. Effort estimation/reviews on need basis for new projects, Training of new team members and Able to work on Knowledge acquisition and updates to related documents. Train and support other services in the functionalities of the platform (Nexthink) Engage with platform partners to enhance tool functionalities &/or to address issues with the tool. Analysis customer needs, goals, strategic plans, and constraint to advice the best possible use of Platform (Nexthink). Maintains and protects confidentiality about all aspects of Customers. Adheres to Code of Conduct and Mission and Value statements. Maintenance of role and access management of the platform (Nexthink) Responsible for installation and configuration of Nexthink on Modern Workplace clients Understand how various components works in end user environment Antivirus, malware protection, desktop deployment, software distribution, client server applications, network environment etc., Should have hands on experience in troubleshooting windows 7/windows 10 clients for issues and understand the architecture of Windows clients.Exp - 3-5 years, Band - B2, Location - Bangalore, CBR - 110K  
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 clients network/ server/ system/ storage/ platform/ infrastructure and other equipments 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
NoPerformance ParameterMeasure1.100% adherence to SLA/ timelinesMultiple cases of red timeZero customer escalationClient appreciation emails  
  
Mandatory Skills:

UxM - NexThink.
Experience3-5 Years.