Engineer-IT

Address Incident management issues for IT applications and Infrastructure relating to both   internal and external users as per agreed response and resolution times.

Accountabilities

Key Performance Indicators

Providing End User Support (Reactive)

• End user Calls relating to Desktops, Laptops, Video and  Audio Support, Printers and CC vehicle
• Support Airlines and Ground handlers calls  relating  to CUTE, LDCS, CUSS, DCS, AFTN,VDGS, BRS  and any other systems as identified by Manager-Applications

Response and Resolution time

Real time Monitoring of all IT Infra Equipment (Proactive)

• Health Checkup

• Event Monitoring
• Identifying Incidents
• Threshold Monitoring

% Adherence to check lists

No of Alerts raised to L2/L3.

Documentations:

• Prepare Asset inventory
• Prepare Server Performance Reports
• Record Service Call request and part replacement logs.
• Prepare Backup & Restoration logs documents and Updating Backup Tapes Movement Register.

Generation and Submitting reports as per desired frequency

Backup tapes movements as schedules

External –

Work with Airlines and ground handlers for CUTE, BRS and TMRS calls.

Work with concessionaires for EUS support.

Internal –

Coordinate with GHIAL IT helpdesk for call assignment

Coordinate with Shift Lead to update status of incidents

Escalation of High Level Issues to the Vertical Lead in resolving the issues