Description

Job Description

Roles and Responsibilities

  • 24x7x365 server, network, database, and application availability monitoring; shared support delivered real time from offshore India.
  • Raise tickets in the ITIL based tool from the information received by customer on call or via email and perform the first level troubleshooting for all types of infrastructure issues.
  • Perform triage on alerts received from monitoring tool and escalate based on pre-defined process if necessary.
  • Consistently review the monitoring tool dashboards for alarms and raise tickets if required.
  • Responsible for collecting basic information necessary for troubleshooting in various different technologies and also need to perform standard pre-defined steps for troubleshooting.
  • To resolve basic and common issues on the first call and to escalate tickets to next level only if necessary.
  • Adhere to SLA standards defined by the customer and apply best efforts to manage tickets within the SLA standards.
  • Identify repetitive false alerts and assist in the process of getting them tuned.
  • Work with Service providers to raise issues related to WAN links and test to ensure that the WAN links are working fine.
  • Raise issues with vendors and follow-up on solution for hardware/product related issues.
  • Maintain good communication with customer and the team to ensure good delivery.
  • Maintain up-to-date documentation of operation and procedure manuals.
  • Work with Customer IT contact for physical or hand on support while troubleshooting issues.

Required Technical Competencies

Desired Candidate Profile

  • Candidates with Knowledge of Cisco security/network/Microsoft solutions including datacentre infrastructure.
  • Recommended to have 1 to 2 years hands on experience on monitoring infrastructure.
  • Experience with remote infrastructure management a plus.
  • ITIL knowledge and certification would be added value.
  • Strong verbal and written skills ability to communicate with our US clients.
  • Must work as a team player on our operations and engineering fulfilment teams.
  • Willingness to learn, implement and support new technologies like SD-WAN, Windows, Rubrik etc..

Key Skills
Education

ANY GRADUATE

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