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Service Administrator

Service Administrator.

Stimulating. Motivating. Challenging.

Stimulating. Motivating. Challenging.

NAGRA, a digital TV division of the Kudelski Group provides security and multiscreen user experience solutions for the monetization of digital media. The company offers content providers and DTV operators worldwide secure, open, integrated platforms and applications over broadcast, broadband and mobile platforms, enabling compelling and personalized viewing experiences.

Location: Noida, India



* Responsible for proactive monitoring of our managed customers and operating LIVE events for our managed customers.
* Handle incoming day to day requests from customer in form of both tickets and calls.
* Register Incidents generated from the monitoring systems.
* Gather relevant case information from the customer by e-mail or phone.
* Analysis of incoming requests and initiate communication with the customer with the objective of achieving the defined KPIs of the department.
* Inform Incident Manager of major and critical incidents, SLA breaches. Follow up with customer and escalate according to the escalation matrix available.
* Register and route change orders and other system services requests.
* Co-ordinate with other internal departments.
* Follow internal routines and contribute to their improvement if necessary.
* Be a part of a SPOC team working in rotational shifts.
* Build and maintain knowledge documents.

Requirements / Profile

* Must know ITIL framework (Incident, Change, Problem, configuration).
* Must have worked in 24x7 Operations, Service desk, Incident/Change teams.
* Must have worked in a fast-paced, quick response/crisis handling team.
* Must have worked in a customer facing role.
* Should be flexible to work in 24x7 shifts on rotation basis
* Experience in supporting IT/production environments.
* Minimum 1-2 years' experience with a product/service support organization.
* Graduate Degree/BCA/B.Tech or equivalent.
* Working knowledge in Linux/Unix would be a plus.
* Experience in DVB/OTT/CAS systems/Cloud solutions would be a plus.
* Familiarity with working on CRM.
* Familiarity with public cloud providers (AWS, Azure etc.) is a plus.

* Strong interpersonal and communication skills.
* Must have exposure with Indian as well as global customers
* Excellent analytical and troubleshooting skills with logical thinking.
* Ability to operate with multiple tasks, priorities, and deadlines.
* Flexibility to adapt to a continually changing and fast pace business environment.
* Ability to work independently as well as part of a team.
* Maintain an attitude of continual process and personal improvement.

Reference: 11818
Publication Date: 03-02-2021

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Kudelski Group


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Service Administrator



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Service Administrator

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