Job Description
TITLE: Enterprise Operations Center (Network Operations Center) Systems Engineer
DEPARTMENT: Information Technology
REPORTING TO: EOC Manager
LOCATION: Hyderabad, Telangana, India
PURPOSE OF THE POSITION:
The Enterprise Operations Center (EOC) operates as part of a larger operations and IT support structure under the IT Innovations department. Geographically spread across multiple global offices, the Innovations teams work seamlessly as a single unit to deliver information technology services to the enterprise. The EOC team is the focal point of Enterprise Operations providing 24/7/365 monitoring and incident management of critical enterprise applications.
The EOC team is looking to hire a EOC Engineer position. Candidates eligible for this role are expected to have broad exposure to a portfolio of various technologies. They should have a solid foundation of technical knowledge in cloud computing, networking infrastructure, physical and virtual server infrastructure, container and microservices, user account management and knowledge on security technologies. This role ensures that the IT infrastructure operates with high performance and minimal down time by managing application, cloud, LAN and WAN aspects of IT operations.
Candidates must have a minimum of two years of experience in a related field.
ACCOUNTABILITIES
The ideal candidate would have the following:
- The candidate must have exceptional communication and presentation skills
- Ability to manage all assigned activities efficiently in standalone mode
- Exceptional Voice and Accent skills to support a global user base
- Knowledge and strong aptitude in problem solving techniques
- Exposure to client facing environment, US & India
- Ensure that the entire IT Infrastructure is under 24x7x365 surveillance and alerts are reported and resolved or escalated in a timely manner
- Willing to Work in a 24x7x365 setup, involving night shifts
- Persistent follow through towards issue resolution to achieve best application and systems availability
- Escalate issues to Level 2 and 3, as per EOC policies and procedures
- Understand application and business functionality and use technical and analytical expertise to locate and report problems
- Respond to telephone calls, email/chat/web requests for technical support, monitoring problems to ensure timely resolution
- Work with globally distributed IT support teams to assign issues to the right ticketing queues and follow-up continuously till issues are resolved
- Update/maintain centralized documentation and artifacts for IT Infrastructure, systems and applications
- Inform field IT personnel and/or vendors of issues and track corrective actions until they are cleared
QUALIFICATION AND SKILLS REQUIRED
- Bachelor's degree in Information Technology, Computer Science, or related field
- Certifications in cloud technologies, Windows servers, or networking preferred
- 2 to 3 years of relevant experience
- Prior experience of working with US user base and US IT teams highly desirable
- Skills:
- Knowledge of Microsoft operating systems server and client
- Knowledge of Microsoft O365 product suit
- Knowledge of Microsoft Active Directory User account management
- Knowledge of basic cloud computing, application, networking and server technology
- Knowledge in AWS, Azure platform
- Knowledge in PowerShell Scripts
- Ability to understand issues and escalate to right team
- Remote administration and remote support
- Knowledge of monitoring tools and technology like SolarWinds, Datadog, Grafana, Prometheus, Kibana, OpenSearch, MS System Center, SCOM, HPSM, WMI, SNMP, NetFlow etc.
- In-depth knowledge of IT Service Management and IT Operations Management practices (ITSM, ITIL, ITOM)
Behaviors
- Ability to communicate effectively
- Ability to take directions from all levels
- Exhibit a high level of individual initiative and ownership
Interpersonal skills
- Passionate, self-motivated and driven, with keen attention to detail, action-and-results oriented.
- Excellent interpersonal, verbal and written communication skills as well as strong logical, analytical, problem-solving skills and reporting skills.
- Able to prioritize and execute tasks in a high-pressure environment.
- Able to present ideas in user-friendly language.
- Experience within a team-oriented, collaborative environment.
About Berkadia:
Berkadia, a joint venture of Berkshire Hathaway and Jefferies Financial Group, is an industry leading commercial real estate company providing comprehensive capital solutions and investment sales advisory and research services for multifamily and commercial properties. Berkadia is amongst the largest, highest rated and most respected primary, master and special servicers in the industry.
Berkadia is an equal opportunity employer and affords equal opportunity to all applicants and employees for all positions without regard to race, color, religion, gender, national origin, age, disability or any other status protected under the law.
Our people are our greatest strength and make Berkadia a great place to work, creating an environment of trust, mutual respect, innovation and collaboration. Our culture is driven by our core values: https://www.berkadia.com/about/vision-and-values.
To know more about Berkadia, please visit our website https://www.berkadia.com/aboutus/ 
