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operations engineer

2 weeks ago

India Oracle Full time ₹ 8,00,000 - ₹ 12,00,000 per year

JOB DESCRIPTION – OPERATIONS ENGINEER

  • Roles and Responsibilities

  • Event Management

  • Provide real-time monitoring and technical support for Application, Network, Server and Enterprise system elements using alarming and monitor notification tools.
  • Monitor and manage mission critical servers and applications in a mission critical 24x7 environment.
  • Acknowledge Critical Alerts from monitoring tool in a timely manner.

  • Initiate incident for every Critical alert observed on the monitoring system.
    Report any issues observed with monitoring system to management.

  • Incident Management

  • Responsible for Incident initiation.
  • Responsible for carrying out initial Triage for alerts.
  • Responsible for engaging technical resource groups for early restoration of services.
  • Responsible for validation of applications/ services upon restoration.
  • Responsible for initiation of bridge during major customer impacting events
  • Responsible for sending timely communication to GBUs using communication tool.

  • Responsible for prompt response of emails received during his/ her shift.
    Responsible to inform the shift lead on receipt of multiple alerts, which may result into major incident

  • Call Handling

  • Responsible to take calls on hotline in a professional manner.
  • Use proper script for Greeting while receiving a call.
  • Use proper script while placing a call "On Hold".
  • Use proper script while ending a call

  • Make sure that the status is set to "Not-Ready" while moving away from desk.
    Make sure that Login Time is as per the agreed SLA.

  • Maintenance

  • Responsible for sending start/ stop notifications for planned maintenance.
    Responsible for service validation with GBUs after maintenance in certain agreed scenarios.

  • Documentation

  • Responsible for clear and correct documentation of incident progress along with relevant logs.
  • Responsible for documentation of timelines accurately.
  • Responsible for documentation of incident milestones for customer impacting events in the ticketing tool.

  • Responsible for documentation of escalation performed along with their timelines in ticketing tool.
    Responsible for completion all the mandatory training and certifications.

  • Qualification & Relevant Experience

  • The candidate must have a sound knowledge and minimum 2 years of experience in Windows and Unix/ Linux based Operating System, Database and Internet technologies, security and hosting facilities.
  • The Candidate should have an experience of working in an operations centre environment, should be aware of Incident Management workflow and related processes along with associated KPIs.
  • The candidate must feel comfortable in a fast-paced, team-based environment. Have flexibility in scheduling and past history of supporting a 24x7 alert and ticket based environment.
  • Understanding of networking monitoring tools, TCP/IP, SMTP, SFTP, Active Directory, IIS, ASP, HTML, VBScript, Windows Scripting, and DNS services.
  • Strong communication skills and should be self-motivated.
  • Understanding of ITIL Methodology.

Perform performance trend analysis and manage the server/network capacity. Propose client configuration and implement technical solutions to enhance and/or troubleshoot the system. Work with others to define, coordinate vendor purchase needs. Responsible for support documentation as well.