Associate GOC Technician
1 month ago
Global Operations Center
( GOC) Support TechnicianIndia
About the CompanyIntralinks helps enterprises extend business processes and high value content across traditional organizational, corporate and geographical boundaries.Only Intralinks provides a cloud-based Content Collaboration Network where sensitive information can move freely around the globe while maintaining security and compliance, enabling safe and productive work with anyone, anytime and anywhere. Rather than building point integrations or having to rip-and-replace existing content systems, Intralinks customers can connect to the network to confidently and productively control the sharing, distribution and management of their high-value content – regulated, IP intensive or simply important data.More than 90,000 clients – 99% of the Fortune 1000 companies – have depended on Intralinks to digitally transform and simplify critical business processes while meeting the most stringent governance and regulatory requirements.
OverviewThe Global Operations Center (GOC) Operations Support Technician is a critical role for Intralinks in delivering highly scalable and reliable data center & cloud-based platform solutions to its customers.
The Operations Support Technician responds to GOC alerts in a timely manner and initiates team interaction to restore service.
He/she monitors the operational support systems to proactively identify service impacting events relating to IT, network, service, and facility conditions and provide Tier-1 support to our clients.
The position works in tandem with other Intralinks organizations (SRE, System Administration, Development, ITIL support, etc.) and GOC to resolve events and utilizes GOC support subsystems and produce accurate trouble tickets and activity reports.
The Operations Support Technician initiates internal conference bridges during platform events as well as sends status internally on the progress of these events.Essential FunctionsProvide world class customer support to internal and external clientsMonitor network and services to ensure availability to all usersAbility to manage multiple high priority issues under pressureRespond to automatically generated alarms produced by GOC monitoring software by using tools and/or engaging additional Intralinks SRE Support TeamsFacilitate Internal Bridge and send status updates during platform eventsPerform up checks on the various applications to ensure connectivityIdentify, diagnose and resolve problems of moderate complexity affecting network and service performanceProcess and prioritize customer impacting issuesFollow prescribed trouble and operational proceduresPerform notifications and follows prescribed escalation proceduresDocument trouble tickets as actions are takenRecord, update, and maintain outage notifications and announcementsRotational support may be requiredWeekly 24x7 on-call supportAny other duties as defined by ManagementQualifications1 to 4 years of relevant experience in a product technical support and/or product development role (preferably in the SaaS industry)Familiar with a variety of the field's concepts, practices, and proceduresKnowledge and experience of monitoring tools (e.g. Zabbix, Pager Duty, Splunk, Dynatrace, Logic Monitor)Strong verbal, written, and interpersonal communication skills in EnglishCritical thinking, analytic, and problem solving abilitiesITIL V3 Foundation Certified a strong plusService-Now experiences a strong plusPositive team collaboratorCustomer focused attitude
EducationAssociate degree; or, equivalent experience and/or training; or, combination of both
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