This role is of IT NOC
- Monitor automated alerts and emails in ServiceNow and NOC email for network devices, servers, web sites, and applications.
- Handle correlation of events to identify and create incidents and problems in ServiceNow according to the defined processes and procedures and triage Critical issues to L2/ SMEs
- First level analysis and resolution for all hardware Infrastructure and Network issues, including interfacing with external vendors where applicable to open, update and escalate tickets to resolution
- Determine and communicate business impact as per the Business impact matrix.
- Immediate escalation of P1 and P2 issues to L2 groups via warm/hot handover. L1 will retain ownership of these issues and will provide coordination of major incident response, including, but not limited to, opening, and coordinating major incident response calls and engaging escalation contacts. This also includes coordinating activities on major incident response communications.
- Coordinate P1 Major incident process, including bridge management and scribe functions, as well as directing technicians and assisting on call resources where applicable, and defined in the NOC MI process
- Escalation of Incidents to higher support tiers as needed per OLA/SLA.
- Proactive monitoring of all infrastructure alerts & datacenter backups
- Maintain site books Application & Business escalation contacts
- Maintain compliance with Verint operational , ITSM and security procedures
- Leverage Verint provided ITSM tool (ServiceNow)
Requirements
REQUIRED QUALIFICATIONS
To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
- Degree in computer science or related field
- At least 1 to 3 years experience in a NOC role
- Strong experience in Supporting Server & Network Infrastructure
- Strong experience in troubleshooting infrastructure-hardware (physical and virtual) and networking equipment
- Strong working knowledge on Alert monitoring tools like Splunk Solarwinds Zabbix
- Strong troubleshooting and problem-solving skills
- Ability to write detailed reports and procedures
- Ability to work under pressure
- Excellent oral and written communication skills in the English language.
- Awareness of ITIL Service Now
