Command Centre

2 days ago

Bengaluru, India CIEL HR Services Full time

**Job Duties**:
2. Perform emergency escalation and reporting when systems abnormality occurs through automation system alarms or notification from customer or technician via phone call. Manage to ensure customer’s service level agreement are in compliance at all time, the SLA covers such as incident escalate to customer within 15 minutes upon reported to monitoring centre, written incident report issue within 24 hours, etc.

3. All customer incoming work request shall attend promptly, raise a ticket to respective function team for execution. Track and issue reminder to ensure work is done on time.

4. Assist incident investigation and resolution by reviewing of system logs.

5. Perform proper handover and takeover of daily duties to next shift coworker by clearly indicating all task or work duties to follow-up by next shift coworker this include prepare daily 24x7 shift handover report.

7. Incident escalation to internal staff and customer shall perform within 15 minutes upon occurrence and issue incident notification to customer. Provide interim updates to customer on hourly basis or a timing agreeable to customer.

8. Provide incident report details information to Lead Engineer for preparation of Incident report and ready to issue to customer within 24 hours.

9. Implement SOP processes in accordance of requirement.

10. Other ad hoc duties assign by Lead Engineer from time to time.

11. Must willing to operates after office hours and public holiday, 24 x 7 available on-call. Under emergency situation return to Data Centre to conduct to assist in fault investigation.

**REQUIREMENTS**
- Proficient in English through all mediums of communication. Ability to write incident notification report.
- Should have 4-6 years of experience of Microsoft System admin and basic troubleshooting and problem solving ability
- Preferable in Engineering field with min. 4 years relevant work experience in Data Centre environment or Service Command Centre for similar duties.
- Technical knowledge with hands on knowledge/experience and understanding of critical data center systems, including cross domain environment ( Windows/AD / VMWare / AWS / Azure / Linux / Print Management ) and monitoring tool SolarWinds etc.
- Should have experience in managing file shares and permissions and basic experience in (AD / DNS / DHCP)
- Ability to perform multiple tasks, adjust quickly in short time frame with limited direct supervision Ability to create rapport with others and build a team environment Ability to work flexible hours if necessary (all shifts) Strong written and verbal communication, organizational, motivational and time management skills Excellent Facilitation skills Should be well versed with Excel, PowerPoint presentation Prior working knowledge in Analytics using Analytic tools will be an added advantage.

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