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Engineer-IT

Date:  30-Jan-2023
Location: 

Hyderabad Operations (GA04EG01), IN

Company:  GMRAirport Developers Ltd

JOB PURPOSE

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

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

ORGANISATION CHART

KEY ACCOUNTABILITIES

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 INTERACTIONS

External –

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

Work with concessionaires for EUS support.

INTERNAL INTERACTIONS

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

FINANCIAL DIMENSIONS

•NA

OTHER DIMENSIONS

•Support ISO 20K/27k Roles as per his reporting authority

EDUCATION QUALIFICATIONS

•Diploma / Graduate in any stream
•Preferably Certified MCITP

RELEVANT EXPERIENCE

•1-3 years in IT infrastructure support.

COMPETENCIES

  • Oral Communication: Ability to express thoughts effectively and convincingly. | Interview
  • Airport -IT
  • End User Support
  • Windows Servers
  • Voice Conferencing
  • Following Through: Ability to establish procedures and monitors the progress and results of plans and activities to ensure goal achievements. | Interview
  • Listening: Ability to draw out opinions and information from relevant others in face to face interaction. | Interview
  • Compliance: Adheres to policies and / or procedures, or seeks approval from concerned authorities before making changes. | Interview
  • Time Management: Ability to plan and organize own use of time, meets deadline and avoids last minute rush. | Interview
  • Learning Abilities: Ability to assimilate and apply new, job related information in a timely manner. | Interview
  • Execution and Operational Excellence: Ability and desire to execute with attention to detail, speed, accuracy and consistency | Interview
  • Entrepreneurship
  • Social Awareness
  • Strategic Orientation
  • Capability Building
  • Planning & Decision Making
  • Problem Solving & Analytical Thinking
  • Teamwork & Interpersonal influence
  • Execution & Results
  • Networking
  • Stakeholder Focus
  • Personal Effectiveness
  • Innovation
  • Managing Change and ambiguity by creating Win-Win
  • Determination(Contextual and Flexible)
  • Learning Ability
  • Making & Navigating proposals
  • Scanning, Networking & External orientation