Chief Engineering Professional

2 weeks ago

Mumbai, Maharashtra, India beBeeEngineer Full time ₹ 1,04,000 - ₹ 1,30,878

Job Title: Senior Engineer

Job Description:

The role of a Senior Engineer is to oversee the management and implementation of various engineering projects. This includes monitoring work queues, performing operational tasks to resolve incidents and requests in a timely manner, and identifying issues before they occur.

Key Responsibilities:

  • Monitor work queues to ensure efficient operation.
  • Perform operational tasks to resolve incidents and requests in accordance with agreed SLAs.
  • Update tickets with resolution tasks performed.
  • Identify, investigate, analyze issues and errors prior to or when they occur, and log all such incidents in a timely manner.
  • Capture all required and relevant information for immediate resolution.
  • Provide second-level support to all incidents, requests and identify root causes of incidents and problems.
  • Communicate with other teams and clients for extended support.
  • Execute changes with clear identification of risks and mitigation plans captured into the change record.
  • Follow shift handover processes highlighting key tickets to be focused on along with a handover of upcoming critical tasks to be carried out in the next shift.
  • Evaluate and escalate tickets to seek the right focus from CoE and other teams, if needed continue escalations to management.
  • Collaborate with automation teams for effort optimization and automating routine tasks.
  • Coach Service Desk and L1 teams for technical and behavioral skills.
  • Establish monitoring for client infrastructure.
  • Identify problems and errors before they impact a client's service.
  • Lead and manage initial client escalation for operational issues.
  • Contribute to the change management process by logging all change requests with complete details for standard and non-standard including patching and any other changes to Configuration Items.
  • Ensure all changes are carried out with proper change approvals.
  • Plan and execute approved maintenance activities.
  • Audit and analyze incident and request tickets for quality and recommend improvements with updates to knowledge articles.
  • Produce trend analysis reports for identifying tasks for automation leading to a reduction in tickets and optimization of effort.
  • May also contribute to / support project work as and when required.
  • May work on implementing and delivering Disaster Recovery functions and tests.
  • Perform any other related task as required.
Required Skills and Qualifications:

Technical Skills:

  • Knowledge of network protocols and architectures.
  • Understanding of routing protocols such as BGP, OSPF, EIGRP.
  • Experience with common network management and monitoring tools.

Soft Skills:

  • Excellent communication and interpersonal skills.
  • Ability to plan activities and projects well in advance.
  • Strong analytical and problem-solving skills.
  • Ability to maintain a positive outlook at work.
Benefits:

This role offers a challenging and rewarding career opportunity with opportunities for growth and professional development.

Others:

Additional Information:

  • Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience).
  • CCNP or equivalent certification.
  • Certifications relevant to the services provided (certifications carry additional weightage on a candidate's qualification for the role).
  • Moderate level of relevant managed services experience.
  • Moderate level knowledge in ticketing tools preferably Service Now.

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