Adv. Eng. I, Infra Stblty

**Job Summary**:
Provide technical expertise in the maintenance and support of the Level-1 support, Monitoring Infrastructure and Application environment. Act on timely resolution of Incidents and Service Requests, Identify and resolve issues, train people, act as SME to the CSS team members, Identify improvement opportunities. Additionally, maintain and follow all relevant procedures and documentation, reviewing and updating where required.

**Key Responsibilities / Duties**:

- Attend/chair the daily huddle and shift handover of L1 support Team
- Keep updated with the current technologies and find ways to implement them in current work environment
- Train new hires and team members from time to time
- Continuous improvement of the processes to eliminate known errors
- Proactively contribute ideas and participate in continual improvement initiatives
- Incident Resolution, Start of the day checks, Autosys Jobs monitoring, Request fulfillment
- Prioritizing work, taking into consideration skills required and estimated time to complete tasks
- Assign appropriate team members and assist them as necessary with the execution
- Ensure that the ongoing operational needs of the team members, manage escalations, handholding team members and report to Level-1 management
- Training and buddying of new members
- Focal/escalation point for issues
- Sharing the performance reports for IT Infrastructure devices to the respective support teams for analyzing
- Participate in creation and ongoing maintenance of documentation to ensure that clear, concise and accurate information is readily available
- Provide complete and accurate summary of all activities during shift turnover, to ensure continuity with peers
- Basic knowledge on Incident management, Request fulfillment
- Knowledge on ITSM tools like ServiceNow
- Knowledge on ITIL Process

**Work Experience / Knowledge**:

- Required to work in 24 x 7 shift pattern
- **4+ years work experience** in IT Operations, Application Support/Infrastructure Support, Command center, Service desk, NOC experience or similar technology
- Previous experience in a Financial Services, highly pressured environment essential
- Must possess an up-to-date understanding of all Infrastructure technologies and IT operations

**Skills / Other Personal Attributes Required**:

- Must have ability to diagnose and solve problems while maintaining professionalism and courtesy.
- Interpersonal skills necessary to effectively communicate at all technical levels.
- Be able to demonstrate commitment to exceptional client service.
- Excellent communication skills with the ability to understand and converse in English, verbally and in writing.
- Be able to work adhere to Invesco technical and operational procedures and policies.
- The necessary interpersonal skills to effectively interact and communicate throughout the IT organisation with individuals of varying technical abilities.
- Self motivated, enthusiastic, approachable and people oriented.

**Formal Education**:(minimum requirement to perform job duties)
- B.TECH or equivalent experience.

**License/Registration/Certification**:(minimum requirement to perform job duties)
- ITIL foundation (preferred)
- SNOW (preferred)

**Working Conditions**:

- 24*7 IT operations
- Normal office environment with little exposure to noise, dust and temperatures.
- The ability to lift, carry or otherwise move objects of up to 30 pounds is also necessary.
- Normally works a regular schedule of hours, however hours may vary depending upon the project or assignment.
- Hours may include evenings and/or weekends and may include 24 hour a day on call support.

**Competency Requirements - Invesco Core**:

- Please refer to IPMP manual for competence descriptions
- We are passionate about our clients’ success
- Working together, we achieve more
- We believe in the continuous pursuit of performance excellence
- We earn trust by acting with integrity

People are the foundation of our