THE ROLE:
HOW YOU WOULD CONTRIBUTE:
- Monitor all the Consoles and Ensure every Alerts is picked for investigation
- Immediate response to alerts generated from the monitoring tools.
- After Validation, create Incident and follow the Incident Control Procedure
- Provides assistance, by working closely with the vendors and IT teams.
- Assist with interpreting policies, strategic planning, design and suggestions for new day to day processes
- Recommends additional measures and process improvements along with updating process and policy documents and KB articles.
- Acts as a technical expert and provides guidance on Infrastructure Monitoring
- Drives improvement initiative and process improvement efforts
- Performs escalations to IT teams in accordance with departmental standards.
- Work on the Incidents and close them within SLA
- Performs L1 & L2 activities to resolve the issues.
- Handles one complete shift by being Accountable for all the operational activities to ensure smooth operations with high efficiency and quality.
- Handle Severity Conference Bridge calls to troubleshoot any potential issues impacting business.
WHAT’S SPECIAL ABOUT THE TEAM:
- The Engineer II - NOC is a versatile and highly motivated individual whose primary function is to perform End to End monitoring of the entire infrastructure
- To work closely with the Service Desk, IT teams and 3rd party service providers to ensure the availability of all systems & applications to our internal users & external members.
- To comply with established standards and service level agreements and maintain industry best practices, policies, standards and procedures such as ITIL Service Management, including how problems are identified, documented, distributed and corrected.
- All NOC positions are currently 24/7
SKILLS AND BACKGROUND REQUIRED TO BE SUCCESSFUL:
- 3+ years of experience in an NOC of a medium to large corporate 24 x 7 mission critical environment.
- Preferred: Working knowledge on IT Service management framework and Modules
- Good knowledge of the OSI model, switching and internet routing technologies.
- Good understanding of network monitoring concepts and management tools.
- Understanding of Monitoring tools functionalities such as SCOM, Splunk, PRTG, Dynatrace, Splunk Spectrum, Sitescope, Foglight, Vcenter’s, SolarWinds etc. Working experience on these tools would be an added advantage
- Strong listening skills with ability to evaluate and diagnose issues.
- Basic understanding of ITIL / Service Management Principles
- Good written and verbal communication skills & Strong interpersonal skills
Education
Required:
Preferred:
- ITIL Foundation Certified
- CCNA and/or MCSE Certified
- ITIL Intermediate (For Level III)
