Service Desk – Monitoring/NOC Engineer

Key Responsibilities:

• Drive P1/P2 calls as needed.
• Monitor and maintain global infrastructure; telecommunications circuits, routers, network devices, servers, storage etc. using industry standard tools Monitor applications and services; URLs, applications, middleware for potential issues and risks etc. using industry standard tools.
• Respond to alerts and risks following established procedures to ensure customer SLAs are maintained.
• Log, Report and Escalate service incidents and risks to specialists using standard ITSM tools and procedures.
• Work shifts as allocated to ensure 24 x 7 x 365 cover for services.
• Communicate with internal business users as required to provide ongoing notifications of service risks and issues Role Summary.
• Management of high risk or critical incidents ensuring each is evaluated accurately and escalated quickly to the appropriate 2nd or 3rd line team for analysis or resolution.
• Coordinate and manage relationships with other support teams to ensure highest possible service availability and facilitate the communication of service status updates in an effective and timely manner.
• Act as a first point of escalation for advanced, high severity or difficult issues for L1 where you will have an active role in guiding and motivating the Infrastructure Operations L1 team members in responding to and managing risks and incidents.
• Identify, evaluate, and prioritize service risks, issues and problems.

Required Technical Skills:

• Intermediate Knowledge of monitoring applications will be beneficial but not a requirement (HPESite Scope, Network Node Manager(NNMi), Nagios tool as well.
• Knowledge on ITIL process (Incident/Change Management).
• Excellent spoken and written English and communication skills maintaining a professional manner especially when under pressure.
• Ability to understand the potential impact of service risks and incidents be able to escalate as appropriate