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Qualification: B.Sc. Diploma

Experience:
2 - 4 Years

RESPONSIBILITIES:

Act as a first point of escalation/consultation for the team on all technical, procedural and processes related queries.

Manages the team in his / her respective shift.

Assists the team lead in Maintaining & updating documents in a central repository for the benefit of the team.

Ensure proper shift handover to the next shift.

Work in rotating shifts to provide 24/7 monitoring of the IT infrastructure.

Escalation & Notification to the relevant teams & stakeholders to ensure SLA compliance & minimal impact to end customer (s).

Act as a trigger for the critical incident management process by involving the technical & incident management team.

Train & absorb the level 1 troubleshooting and other operational tasks from the various technical tracks.

Assist the team lead in updating the run book and other technical and process documents for benefit of the entire team.

Escalate any inconsistencies in the monitoring environment with respect to the monitoring tool configuration, alert thresholds, alert message enrichment & false alerts.

Assist Track Lead to resolve operational challenges and constraints if any within team or in project.

EXPERIENCE & SKILLS:

3-4 Years of University education post High school (B.Sc. or Diploma)

1-2 Years of diploma in Information Technology. Preferred ITIL/MCP/MSCE/MSCA/CCNA or RHCE.

2-3 years of alert monitoring/management experience.

Should be ITIL certified.

Should have worked in high pressure work environments and ability to multitask.

2-3 years of L1 support experience on Windows/Unix Servers, AD, Network Devices, Exchange/Lotus Notes, Database, Storage & Backup, Job Scheduling.

Excellent Verbal and written communication skills.

Hands-on experience with the following:

Any alert monitoring tool e.g.: Net cool, BMC Patrol, NNM, HP OVO, Tivoli etc.

Incident, Problem, Change lifecycle process.

Any ITSM tool e.g. Remedy, Peregrine etc.

Batch job scheduling Tool like Control M, Autosys

Start/stop backup jobs.

Backup monitoring tools like Networker / legato/ VERITAS Net backup

Generating Reports through Dashboard, Remedy etc.