- Roles and Responsibilities
- Event Management
- Provide real-time monitoring and technical support for Application, Network, Server and Enterprise system elements using alarming and monitor notification tools.
- Monitor and manage mission critical servers and applications in a mission critical 24x7 environment.
- Acknowledge Critical Alerts from monitoring tool in a timely manner.
- Initiate incident for every Critical alert observed on the monitoring system.
- Report any issues observed with monitoring system to management.
- Incident Management
- Responsible for Incident initiation.
- Responsible for carrying out initial Triage for alerts.
- Responsible for engaging technical resource groups for early restoration of services.
- Responsible for validation of applications/ services upon restoration.
- Responsible for initiation of bridge during major customer impacting events
- Responsible for sending timely communication to GBUs using communication tool.
- Responsible for prompt response of emails received during his/ her shift.
- Responsible to inform the shift lead on receipt of multiple alerts, which may resultinto major incident
- Call Handling
- Responsible to take calls on hotline in a professional manner.
- Use proper script for Greeting while receiving a call.
- Use proper script while placing a call On Hold.
- Use proper script while ending a call
- Make sure that the status is set to Not-Ready while moving away from desk.
- Make sure that Login Time is as per the agreed SLA.
- Maintenance
- Responsible for sending start/ stop notifications for planned maintenance.
- Responsible for service validation with GBUs after maintenance in certain agreed scenarios.
- Documentation
- Responsible for clear and correct documentation of incident progress along with relevant logs.
- Responsible for documentation of timelines accurately.
- Responsible for documentation of incident milestones for customer impacting events in the ticketing tool.
- Responsible for documentation of escalation performed along with their timelines in ticketing tool.
- Responsible for completion all the mandatory training and certifications.
Qualification & Relevant Experience
- The candidate must have a sound knowledge and minimum 4 years of experience in Windows and Unix/ Linux based Operating System, Database and Internet technologies, security and hosting facilities.
- The Candidate should have an experience of working in an operations centre environment, should be aware of Incident Management workflow and related processes along with associated KPIs.
- The candidate must feel comfortable in a fast-paced, team-based environment.Have flexibility in scheduling and past history of supporting a 24x7 alert and ticket based environment.
- Understanding of networking monitoring tools, TCP/IP, SMTP, SFTP, Active Directory, IIS, ASP, HTML, VBScript, Windows Scripting, and DNS services.
- Strong communication skills and should be self-motivated.
- Understanding of ITIL Methodology.
Career Level - IC2
