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Country:  India

Pune, MH, IN

Location details: 
Employment type:  Undefined term
Full-time/part-time position:  Full time
Job Code USA/CA: 

Collaboration And Communication - Consultant

Job Title:Consultant - Communication & Collaboration Services AMS

Job description: Country: [[India]]

Location: [[Pune]], [[Maharashtra]]

Location details:

At Konecranes, we believe that great customer experience is built on the people behind the Konecranes name – people committed to providing our customers with lifting equipment and services that lift their businesses. Everything we do, we do with passion and drive. This is what makes Konecranes a unique place to work.


Department:  IT Service Center - Communication & Collaboration Services AMS      Location: SP Infocity, Pune

Company: Konecranes India Ltd Employment type: Permanent

KPI:  TAT, SLA, Ageing, Quality Audits, Tracker development

Reports To: Manager – Communication & Collaboration Services AMS              Reporting Positions: NA

Education Required: Graduate from Computer Science/ IT

Professional Experience Required (Min - Max.): 2-4 yrs.  Gender:  Any

Role and Responsibility:

·       Exhibit Konecranes Core values and code of conduct into each action.

·       Ticket queue management solve Incidents and Service Requests which cannot be resolved by 1st level support.

·       Create and maintain the Knowledge base to have up to date instructions for efficient incident and request resolution for L1 and L2 supports. Train and mentor 1st level support when needed.

·       Seek solutions and analyse unknown/ new types or more complex Incidents and Service Requests.

·       Coordinate ticket resolution and troubleshooting, engage other support teams as required

·       Execute required analysis steps and escalate to Level-3 support / work with Level-3 support as needed.

·       Participate to Major incident process, coordinate technical incident troubleshooting, and initial user communication

·       candidate should be flexible in working apart from working hours if needed only in the crisis situation of Major Incident management or scheduled activities planned for the respective project

·       Analyse the repetitive Incidents, raise bugs, propose improvements, and take care of the problem management process.

·       Regular validation of system Health checks using monitoring tools and determines improvement recommendations.

·       Propose proactively process changes in case of bad processes or improvement opportunities.

·       Generate and distribute monthly statistical reporting.

.       Awareness of ISO 14001 and 45001 standards 


Special Data Requests

o            Office 365 eDiscovery investigations as required.

o            Handle access investigation requests as required.

o            Respond to data access and loss investigations.


Work Environment (Office/Factory/Site): Office


Competencies and Skills Required:

•            Knowledge about ITIL and ITSM tool(s)

•            Good knowledge on Communication & Collaboration tools.

•            Analytical and problem-solving techniques

•            Customer service attitude

•            Communication skills – Verbal, Written

•            Experience with PowerShell tool scripting.

•            Microsoft certifications are a plus.

•            Relevant experience with M365 environment administration and general knowledge related technologies.

Konecranes is a world-leading group of Lifting Businesses™, serving a broad range of customers. We are truly a global company with 17,000 employees at 600 locations in 50 countries. For over 80 years, we have been dedicated to improving the efficiency and performance of businesses in all types of industries. We believe that sustainable growth is a result of a strong responsible performance.


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