Associate Consultant

2 weeks ago

indore, India YASH Technologies Full time

Job Description

Roles and Responsibilities

24x7x365 server, network, database, and application availability monitoring; shared support delivered real time from offshore India. Raise tickets in the ITIL based tool from the information received by customer on call or via email and perform the first level troubleshooting for all types of infrastructure issues. Perform triage on alerts received from monitoring tool and escalate based on pre-defined process if necessary. Consistently review the monitoring tool dashboards for alarms and raise tickets if required. Responsible for collecting basic information necessary for troubleshooting in various different technologies and also need to perform standard pre-defined steps for troubleshooting. To resolve basic and common issues on the first call and to escalate tickets to next level only if necessary. Adhere to SLA standards defined by the customer and apply best efforts to manage tickets within the SLA standards. Identify repetitive false alerts and assist in the process of getting them tuned. Work with Service providers to raise issues related to WAN links and test to ensure that the WAN links are working fine. Raise issues with vendors and follow-up on solution for hardware/product related issues. Maintain good communication with customer and the team to ensure good delivery. Maintain up-to-date documentation of operation and procedure manuals. Work with Customer IT contact for physical or hand on support while troubleshooting issues.

Required Technical Competencies

Desired Candidate Profile

Candidates with Knowledge of Cisco security/network/Microsoft solutions including datacentre infrastructure. Recommended to have 1 to 2 years hands on experience on monitoring infrastructure. Experience with remote infrastructure management a plus. ITIL knowledge and certification would be added value. Strong verbal and written skills ability to communicate with our US clients. Must work as a team player on our operations and engineering fulfilment teams. Willingness to learn, implement and support new technologies like SD-WAN, Windows, Rubrik etc..

Required Behavioral Competencies

Accountability : Takes ownership for and ensures accuracy of own work, meets deadlines, and asks questions about possible gaps to ensure clarity of ownership.

Agility : Demonstrates a willingness to accept and embrace differing ideas or perceptions which are beneficial to the organization.

Collaboration : Participates in team activities and reaches out to others in team to achieve common goals.

Customer Focus : Displays awareness of customers stated needs and gives priority to meeting and exceeding customer expectations at or above expected quality within stipulated time.

Communication : Effectively communicates in written and oral form, well-organized thoughts to others. Speaks openly and honestly with all employees.

 Drives Results : Demonstrates a "can do" attitude and is willing to stretch self to achieve and exceed defined goals/targets.

Certifications

Mandatory:OCA, AZ104, MCSA, Business Intelligence Development Certification, Microsoft Certified Azure AI, Azure Data & Azure Administrator Desirable: OCP, CCP, CCNP/Yash defined course, Admin level Certification of any Storage Tool/ Backup Tool

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