Job Description

Designation

ASSISTANT MANAGER

No. of Positions

1

Experience

2.5-5 Years

Skill (Primary)

DWP-FSS-SMART HANDS

Qualification

B-Tech

Expected Date of Closure

01-Nov-2023

Employee Group

Business Line FT

Job

Administrator

(Posting).

Smart Hands
" Provide 24/7 call out support outside of Hours of Operations at locations as defined by Client requirement
Provide Smart Hands support for Client and its Representatives and other Third-Party
Vendors in locations where they do not have staff.
Manage tasks provided by the Client server and network team. Smart Hands will not accept or manage
parent incidents or requests. The on-site Smart Hands resource shall be limited to only the
exact instructions as provided by Client within the task and assigned to the Smart Hands
queue.
Provide remote hands and feet support only where specialized equipment and skills are not
required. For example, racking and stacking of networking devices, remote consoling into
device and provide screen share when required.
Maintain an inventory of spares for network devices as directed by Client network team
including:
o Update inventory and spares lists at each defined Client location;
o Add decommissioned equipment to sparing inventory, when appropriate;
Follow Client s warehousing process at defined locations considered that Client has
provided confined and secured space to store inventory and spare.
Perform work within the safety guidelines set forth by each local Client Site and the safety
guidelines of the Service Provider.
Wherever safety reasons are concerned, cellular devices are not permitted, or cellular
reception is not available, support will be provided on the commercially reasonable efforts
basis.
Perform IMACs based on instructions provided by Client.
Ensure Smart Hands support resource will be able to locate Equipment at Client Sites when provided with a standard building floor plan.
Ensure Smart Hands support resource will be able to locate and obtain spare Equipment as needed to support delivery of Services.
Comply with physical access control measures in place at each Site."
Deskside Support
" Provide dedicated on site EUS Service / dispatch on-site desktop support during location Hours of Operation as defined by Client and as specified in Appendix G (Service Locations)
Provide Emergency Response call out support outside of hours of operations at locations as defined by Client.
Resolve Incidents and Problems associated with EUS Devices and End User Software, and when necessary (i.e. warranty) coordinate break/fix support with Third Party OEMs/vendors, advice, and assistance to Authorized Users.
Identify the scope of an assigned Incident or a Problem and provide operational and technical assistance to remedy the Incident or Problem.
Perform proactive and reactive monitoring and troubleshooting to effectively identify potential Incidents or Problems, and attempt to eliminate them before they impact Authorized Users.
Provide support to all Authorized Users who access Client provided services from any location. Wherever possible, support and repair the defective EUS Device or End User Software remotely using the EUS Device Management System.
Provide remote support, and when necessary, onsite support or dispatch Service Provider support specialists to provide Authorized Users with operational and technical support to resolve Incidents and meet the Service Levels.

Coordinate efforts with Third-Party Vendors and maintenance providers as necessary to keep EUS Devices and End User Software in good working order.
Assist Authorized Users with support to enable the correct use of EUS Devices and End User Software, as well as access to and use of related technologies, data, and Services.
Service Provider is responsible for remediation of Security Incidents on EUS Devices and End User Software in accordance with instructions and priority provided by the Client Security team."

Digital Media Support & Webcast
" Perform manageme

HCLTech