Symantec Associate IT Site Services Analyst in Pune, India

Associate IT Site Services Coordinator

Role

The Global IT Site Services team is looking for a Associate Site Services analyst. You will be a member of site services team working with cross-functional projects and service delivery functions within Information Technology; working with global team members who have diverse skill sets such as technical, functional, and management.

The role requires coordination of assigned managed service engagements including, internal and external stakeholders, Vendor management, SLA reporting, Asset Disposition, Smart-Hands service for Sites and Data Center.

Skills/Experience/ Education

  • Demonstrated proficiency in coordinating teams of IT service resources to deliver to required SLAs

  • Preparing accurate and timely documentation to track services progress

  • Identifying and realizing opportunities to improve processes for better client and team results

  • ITIL V3

  • One-Three years work experience as IT Analyst/Coordinator in a product or managed services company.

  • Working knowledge of Ticket Management system- Service NOW

  • Good Knowledge of IT hardware and platforms

  • Excellent communication and Coordination Skills

  • Vendor Management

Performance Deliverables

  • Coordinates delivery as agreed and to the required levels of customer satisfaction within assigned service delivery centers.

  • Coordinates the scheduling and deployment of field service representatives, and ensuring they attend site on time, tooled and suitably qualified; and review on-site resource rostering.

  • Ensure the technical delivery by on-site technicians and field service representatives.

  • Ensure policy and process adherence by site technicians and field service representatives.

  • Ticket and SLA management.

  • Support the resourcing function during peak periods

  • Coordinates time sheets being sent to and received from all on-site technicians and field service representatives, in time for monthly financial responsibilities.

  • New-Job Requirements: Ensure that each job is correctly scoped for delivery and communicated across the organization with the goal of zero rework

  • Post-Job Status Report – Collection of all completed jobs sign-offs.

  • Client Services Reporting –Produce and issue monthly client reports as per agreed formats with Services Delivery Manager

  • Updating and maintaining documentation about audits, equipment inventory, change logs, rack and cabling diagrams, and DCIM

  • Professionally resolve issues via trouble ticket and phone within SLAs

  • Assist in tracking data center issues

  • Introduce process improvements and encourage best practices in data center operations

  • Capacity planning

  • Be able to work independently and within a team

  • Participate in on-call rotation and provide after-hours support

  • Updating and maintaining documentation about audits, equipment inventory, change logs, rack and cabling diagrams

  • Professionally resolve issues via trouble ticket and phone within SLAs

  • Assist in tracking data center issues

  • Introduce process improvements and encourage best practices in data center operations

  • Capacity planning

  • Be able to work independently and within a team

  • Participate in on-call rotation and provide after-hours support

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Symantec is an equal opportunity employer. All candidates for employment will be considered without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, physical or mental disability, veteran status, or any other basis protected by applicable federal, state or local law.

Relentlessly protect the world’s information. Make a difference at Symantec. Across the globe, we are an ‘essential’ partner to both consumers and businesses of all sizes. We combine our talents, our brains, and our creative energy to reinforce our place as a world-class technical community.

Our most critical asset at Symantec is the talent we hire - you! We look for people who have a desire to excel and reflect our values: Innovation, Action, Customer-Driven, and Trust. We recognize that every opening in our company is a chance to increase Symantec's competitive advantage, and we are willing to invest in you in order to win.

Symantec is an equal opportunity employer. All candidates for employment will be considered without regard to race, color, religion, sex, national origin, physical or mental disability, veteran status, or any other basis protected by applicable federal, state or local law.

Symantec will respond to requests for reasonable accommodations to assist you in applying for positions at Symantec, or to submit a resume. If you need to request an accommodation, please contact HR Service Exchange at https://symantec.service-now.com/hrp/ .

EEO is the Law. Applicants and employees of Symantec Corporation are protected under Federal law from discrimination. Click here at http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf to find out more.