360 IT Professionals is a Software Development Company based in Fremont, California that offers complete technology services in Mobile development, Web development, Cloud computing and IT staffing. Merging Information Technology skills in all its services and operations, the company caters to its globally positioned clients by providing dynamic feasible IT solutions. 360 IT Professionals work along with its clients to deliver high-performance results, based exclusively on the one of a kind requirement.

Our services are vast and we produce software and web products. We specialize in Mobile development, i.e. iPhone and Android apps. We use Objective C and Swift programming languages to create native applications for iPhone, whereas we use Android Code to develop native applications for Android devices. To create applications that work on cross-platforms, we use a number of frameworks such as Titanium, PhoneGap and JQuery mobile. 

Furthermore, we build web products and offer services such as web designing, layouts, responsive designing, graphic designing, web application development using frameworks based on model view controller architecture and content management system. Our services also extend to the domain of Cloud Computing, where we provide Salesforce CRM to effectively manage one’s business and ease out all the operations by giving an easy platform. Apart from this, we also provide IT Staffing services that can help your organization to a great extent as you can hire highly skilled personnel’s through us.

We make sure that we deliver performance driven products that are optimally developed as per your organization’s needs. Take a shot at us for your IT requirements and experience a radical change.

Job Description:

Primary – Service Reliability Engineer

• Front line technical service reliability operators accountable for handling critical customer issues coming in via support phone line and HUB.

• Responsible for first touch incident resolution (via TSG or SOP) or escalation to the appropriate resource within SLA.

• Responsible for monitoring the live service via HUB alerts, Heads Up Displays, Manual service checks or customer escalations.

• Accountable for High Priority Bridge Moderation (Spin up bridge, start whiteboard, document sequence of events).

• Document and refine Phone Script, TSGs and SOPs.

• Service Request Management (User Provisioning, Client Invites, Environment requests, Deployments, etc.)

• Responsible for refining Service Center tools and process

Requirements:

• Work on-shift as part a 24x7x365 operations center to provide phone/email support; flexible day or night

• Identify the priority and criticality of incoming alerts and prioritize appropriately

• Handle high-pressure situations with a calm and professional manner

• Understand and edit scripting conventions to resolve issues

• Escalate significant issues to service, network, or other operations engineers at all hours of the day/night

• Track issues through ticketing systems and follow through until resolution

• Write clear, and concise operational run books like TSGs

• Utilize monitoring tools to proactively identify issues and trends

• Aggressively troubleshoot and multitask to maintain service availability and performance

Qualifications:

• Degree/ MIS, or equivalent experience;

• 2-5+ years of relevant phone/tech/ops center experience with Win, Unix, Linux, AWS/Azure

• Ticketing system experience

• Attention to detail

• Solid communications skills (written & verbal both)

Unfeigned Regards,

Preeti Nahar | Sr. Talent & Client Acquisition Specialist - TAG US | 360 IT Professionals Inc. 

C: +1 510-254-3300 ext. 140