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
