Data Protection Engineer

We are hiring for one of our TOP MNC client into IT services organization.

Job Description

Our Operations is our innovative IT services organization. It provides the expertise to advise, integrate, and accelerate our customers’ outcomes from their digital transformation. Our teams collaborate to transform insight into innovation. In today’s fast paced, hybrid IT world, being at business speed means overcoming IT complexity to match the speed of actions to the speed of opportunities. Deploy the right technology to respond quickly to market possibilities. Join us and redefine what’s next for you.

Key Responsibilities :

• Resolve customer’s issues via the telephone, email or remote sessions.
• Reproduce issues in-house and responding back in a timely manner.
• Regular follow ups with customers with recommendations, updates and action plans.
• Identify and escalate issues in a timely manner to vendor according to Standard Operating Procedures.
• Leverage internal technical expertise, including peers, mentors, knowledge base, community forums and other internal tools, to provide the most effective solutions to customer issues.
• Collaborate with other CoE / HW teams in diagnosing and isolating the cause of complex issues.
• Provide consulting support in his / her area of expertise
• Maintain quality on case documentation, SLA timeframes and operational metrics.
• Performs within the Productivity Measure of the team (scorecard)
• Incident Management : Resolve single and cross technology incidents independently. Lead the team members to resolve complex or cross technology incidents.
• Escalation Management : Identify, manage, and lead technical escalations. Participate in formal Escalation when required to support escalation especially during crisis.
• Problem Management : Proactively and reactively look for solutions to prevent problems from occurring in team / technology area. Perform Trend and Root cause analysis.
• Change Management / Implementation : Independently prepare, review, implement, rollback and test plan for change records. Perform risk and impact analysis for changes, May lead or participate in a Change Advisory Board.
• Patch and Security Management : Apply patch and security changes per policy. Proactively monitor the environment for patch compliance. Analyze patches for compatibility with each customer or internal infrastructure environment.
• Configuration Management : Ensure Configuration Management Database (CMDB) entries are complete and accurate.

Must Have :