Wipro | MF Monitoring Tools

4 weeks ago

mumbai, India Wipro Full time

Job Description

Position Title - GOC Monitoring Team

Location - Mumbai

Role Summary

As a GOC resource of his /her team, he /she:

  • The Operating model provides 24/7 support
  • The main objective of the Event Management Process is to establish standardized procedures for the handling of information technology related Events & Alerts throughout the recording, classification, action definition, implementation, and closure.
  • Event & Alert Management ensures that:
  • Every Event & Alert is recorded
  • Every Event & Alert runs through a set of standardized procedures in order to ensure effective and efficient processing
  • Every Event & Alert is carefully assessed by support teams and forwarded to incident management team if required.
  • Event and Alert Management are managed through a tool. This tool ensures monitoring of related application services and infrastructure.
  • Main activities are:
  • Events & Alerts generated by automated OMi tool are displayed, recorded, and logged for classification.
  • On creation of the event, it is automatically filled with the information with unique Alert ID,
  • Device name, description, alert date and time & Services affected
  • GOC acknowledges the alerts.
  • GOC call the support team, create an METIS Incident ticket via ZigiOps tool, and then reassign the alerts to relevant support groups in the OMi dashboard as per the embedded instruction.
  • If automatic remediation tasks apply to the alert, begin automatic remediation to start a workflow via runbook automation in Omi.


Key Responsibilities

Technical Expertise


  • Experience in information technology environment.
  • Proven minimum 2 years of work experience in a command center environment.
  • Experience preferred in alert monitoring tools and Control-M.
  • Proficient in operating computer-based control systems.
  • Proficient in Microsoft Office, including Excel.
  • Windows and networking experience preferred
  • Strong interpersonal skills.
  • Willingness to work in shifts (morning, afternoon, and night).
  • Required to work 2weeks rotating shift, weekends and public holidays.


Shift/Oncall & Weekend Support


GOC Monitoring: 24/7 operation

Weekday

  • Morning shift: 04:30 am to 01:30 pm
  • Afternoon shift: 12:00 pm to 09:00 pm
  • Mid2 shift : 03:30 pm to 12:30 am (on need basis if staff shortage due to exigencies
  • Night shift 08:00 pm to 05:00 am

Weekend

  • Morning shift: 04:30 am to 01:30 pm
  • Afternoon shift: 12:00 pm to 09:00 pm
  • Mid1 shift: 09:30 am to 06:30 pm (on Saturdays ONLY)
  • Night shift: 08:00 pm to 05:00 am


  • To be scheduled to work on all public holidays


  • WIP [Infrastructure patching] weekend (usually 3rd Saturday of the month) – each shift will have 2 staff each for Morning, Afternoon and Night shift. No Mid1 on this Saturday)

Process & Tools

  • ITSM tool- Service Now – Ticketing tool for INC/SR/Change/Problem tickets
  • Inhouse/OEM tools
  • HP OMI for monitoring
  • Basic knowledge on ITIL Process & Practices

Educational Qualifications

Bachelor’s degree in Information/Computer technology preferred

Key Competencies:

  • 2yrs (Min) to 3yrs (Max) of relevant experience in NOC/GOC environment.
  • Experience preferred in alert monitoring tools and Control-M.
  • Proficient in operating computer-based control systems.
  • Windows and networking experience preferred
  • The candidate should have worked in a SLA driven environment
  • Ability to work in a flexible, team-oriented and constantly changing environment.
  • Good Oral and Written communication skills

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