TOC Operations Specialist

Responsibilities:

• Act as a 2nd touch resolver for escalated tickets.
• Performance Monitoring/Remediation (Server, N/W, VM, Cloud- Infra and UC)
• Responsible for the continuous monitoring and support of operations center scope of work.
• Inspect hardware, software, and environmental alerts or malfunctions and if anomaly is identified, minimize the service impact, and restore services to normalcy following the set process and procedures.
• Validate the anomaly following the approved standard operating procedures.
• Attempt remediation per documented steps and access levels.
• Coordinating with ISP/ vendors, customer co-ordination, and other internal teams.
• Detect events, correlate, validate, follow Runbook procedures and act to avoid a potential incident or lower the intensity of an incident impact proactively
• Create/update ticket, carefully track and document the sequence of events and resolution in detail in the platform.
• Escalate the issue to next level Engineering and follow escalation matrix, (other IT resources or 3rd party vendors for assistance in reaching a resolution) as and when required.
• Maintain ongoing communication within the team and anyone involved in the service restoration efforts, to keep all stakeholders aware of relevant, known issues and the steps being taken.
• Implement actions in support of root cause analysis and problem remediation
• Understand business dynamics and needs at all levels (end-user to executive) and fulfil the business requirements

Qualifications:

• 4-6 years experience working as an Analyst or Engineer within IT.
• Experienced and proficient in root cause analysis with validation / troubleshooting techniques and problem solving in a 24x7x365 environment.
• Experience working in multiple Windows Servers environments
• Experience working with resolution of Windows 10 and 11 issues
• Knowledge of Active Directory support and troubleshooting
• Experience working as an O365 Admin
• Experience working with Cisco devices
• Knowledge of networking troubleshooting.
• Knowledge in monitoring & L-1 support of data base and applications
• Knowledge and experience with datacenter and cloud technologies.
• ITIL Processes knowledge and experience
• Basics of VMWare and Citrix.
• Working experience with ticketing tools like (Cherwell/ Service now)
• Ability to understand and communicate with users in USA.
• Willing to work in 24/7
• Excellent verbal and written communication skills

Key Competencies:

Analytical, Detail Orientated, Delivery Excellence, Client Intimacy, Knowledge of

monitoring and ticketing tools.