Datavail Junior Database Administrator Hyderabad location freshers are eligible Full Time NEW

Responsibilities:

• To be the first point of contact for customers trying to reach Datavail Global Technical Support team via email/phone/SN ticket.
• Make sure that all ticket related activities are performed through SN
• Assist Datavail customers to log a ticket in Service-Now for their support request to achieve higher customer satisfaction/delight.
• Reviewing of tickets for completeness. (Category / Priority and Description)
• To assist the organization in achieving 25% of FCR of the overall ticket volume.
• To communicate with On Call Datavail DBA/customers as per Datavail customer communication and escalation protocol
• To ensure all tickets are acknowledged in time as per the defined SLA’s priority in order to meet MTTA (Mean Time to Acknowledge)
• To ensure that no ticket is part of the unassigned queue.
• To work closely with the Shift Leads/Manager ensuring tickets are assigned appropriately & responded to within SLAs.
• To coordinate with customers & Tier2/Tier3 DBA for planned downtimes/scheduled activities with appropriate outlook reminder including Primary DBA
• To ensure there is a supporting ticket in SN for every issue being worked on by the Datavail Global Technical Support team.
• Always escalate production down situation (P1) to Shift lead/Tier 3/Manager on high priority.
• To monitor customer production/development environments using various monitoring tools.
• Should perform all scheduled/ unscheduled tasks that are assigned by a Shift Lead/Manager for a Tier 1 DBA. In case there is any issue or understanding gap while performing a task then the immediate manager / tier 2 should be consulted with.

Desired Skills:

• Interpersonal skills – ability to build strong relationships with internal team members and to work across the organization to achieve results.
• Professional communication skills – Ability to work effectively with mid and senior level contacts face to face, electronically and over the phone.
• Integrity – Words and actions are always consistent, and behavior is always in accordance with highest ethical standards.
• Customer focus – Responsive, service oriented and attuned to customer needs.
• Technical acumen – Ability to grasp technical concepts and establish credibility with technical contacts.
• Process orientation – Ability to follow defined processes and work on the specified guidelines.

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