Operation Engineer

Job Description
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.

Responsibilities
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.

Qualifications
Career Level - IC3

About Us
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