Project Role: Technology Support Engineer

Project Role Description: Resolve incidents and problems across multiple business system components and ensure operational stability. Create and implement Requests for Change (RFC) and update knowledge base articles to support effective troubleshooting. Collaborate with vendors and help service management teams with issue analysis and resolution.

Must have skills: NEXThink

Good to have skills: NA

Minimum 7.5 year(s) of experience is required

Educational Qualification: 15 years full time education

Summary:

Responsible to own NEXTHINK platform, analyze the real-time data from the solution and to take necessary timely actions to improve the overall End User services. As a Technology Support Engineer, you will engage in a dynamic work environment where your primary focus will be on resolving incidents and problems that arise across various business system components. Your day will involve ensuring operational stability, creating and implementing Requests for Change, and updating knowledge base articles to facilitate effective troubleshooting. You will also collaborate with vendors and assist service management teams in analyzing and resolving issues, contributing to a seamless operational flow and enhanced service delivery.

Position Scope:

• Responsible to own NEXTHINK platform, analyze the real-time data from the solution and to take necessary timely actions to improve the overall End User services

Responsibilities for Position:

• Perform ticket analysis and recommend use cases and action plans.
• Monitor the End user experience dashboards, digital scores, and alerts daily to check the overall performance scores of end users.
• Identify and share insights on recurring issues along with self-heal options to resolve issues.
• Work with Client stakeholders and identify opportunities for implementing Nexthink use cases
• Schedule meetings with stakeholders and present business use cases and improvements.
• Ensure the client infrastructure performance thresholds are on par with industry best practices.
• Maintain and manage Nexthink infrastructure. Manage license, engines, and integration with Splunk and service now.
• Develop automation scripts based on Windows PowerShell and ensure performance testing.
• Knowledge on creating Investigation, Metrics, Defining services.
• Implement campaigns and remote actions, ensure proper testing and deployment to pilot/production deployment.
• Create dashboards and track value additions.
• Monitor the End user experience dashboards, digital scores, and alerts daily to check the overall performance and score.
• Proactive Incident, Problem ticket creation on identified issue and drive towards closure.
• Ensure the targeted KPI's are met.
• Identify the top issues that are impacting the user experience scores, analyze the details of the issues and identify probable root cause of the issues and work with relevant teams to take necessary actions.
• Log proactive tickets for the identified issues and assign it to the relevant teams and track the issue until it is fixed to close the ticket.
• Create new investigations, dashboards, metrices, campaigns and reports to identify, track and resolve ongoing activities or identify potential issues that can be prevented to avoid outages and multiple tickets/calls flooding the service desk
• Coordinate with other service teams to ensure the identified issues are addressed by ways of proactive actions, logging tickets with relevant product vendors, track the progress of the cases and report the same to all stake holders.
• Would be responsible in developing, maintaining, and governing the usage of the scripts (Solutions) for the L1 engineers/Service Now/RTS teams who would use these to resolve known issues.
• Perform testing of collector upgrade packages, co-ordinate with business owners and support teams for collector upgrade roll out. Co-ordinate with Win10 engineering team to incorporate the new package into the core application list
• Co-ordinate with NEXTHINK vendor in performing new feature testing and troubleshooting critical applications

Must Have Skills/Qualifications:

• Excellent Administration and Support skills on Windows 10 and MAC (where applicable)
• System Scripting and/or programming skills, preferably with PowerShell
• Should have afundamental certification in cloud technologies like Azure/AWS.
• Good verbal and written communication skills to connect with customers/teams at varying levels of the organization
• Knowledge of ITSM ticketing Process and SLA.
• Need to have good hand-on in EXCEL & PPT creation

Nice to Have Skills/Qualifications:

• Project Management and ITIL Certifications.
• Familiar with Software Deployment Tools like SCCM, Intune and JAMF (where applicable)

Additional Information:

• The candidate should have minimum 7.5 years of experience in NEXThink.
• This position is based at our Bengaluru office.
• A 15 years full time education is required.

15 years full time education

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.
Visit us at www.accenture.com

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