Roles and ResponsibilitiesEvent ManagementProvide 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 ManagementResponsible 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 eventsResponsible 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 incidentCall HandlingResponsible 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 callMake 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.MaintenanceResponsible for sending start / stop notifications for planned maintenance.Responsible for service validation with GBUs after maintenance in certain agreed scenarios.DocumentationResponsible 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
Skills Required
Windows Scripting, Vbscript, Html, Windows, Active Directory, Asp, Internet Technologies, Sftp, Security, Iis, Smtp