Technical Support Intern

2 weeks ago

Gurgaon, Haryana, India Tanla Platforms Full time ₹ 4,00,000 - ₹ 8,00,000 per year

SCOPE OF WORK

  • Holistic monitoring of applications with drill-down on the platform layer (Network, infra, middleware, apps, database) etc.
  • To work on commercially available tools such as Dynatrace, SolarWinds, ServiceNow, ManageEngine
  • Should be able to design new tools to monitor and configure smart alerts to discover failures/issues.
  • Expertise of writing code (including Python, Shell Script, PowerShell; databases like SQL
  • Good understanding of modern software development methodologies (Object).- Understanding of Infra & application monitoring tools ServiceNow ITOM, Nagios, SolarWinds, Dynatrace, Prometheus & Grafana, and equivalent.

NOC Responsibilities

  1. Monitoring platforms/alerts through tools
  2. Open bridge call for all critical/major incidents
  3. Triage the incidents.
  4. Notify all relevant stakeholders for critical/Major issues- Support team, L2, IT, Sales, Bizops, DM team etc.
  5. RCAs- Platform & Services
  6. CCM Management
  7. Incident Management
  8. Monitor health, performance & utilization of platforms.
  9. Publish platform wise health dashboard.
  10. Monitor & publish customer KPIs
  11. Alert optimizations & tools configuration.
  12. Continuous improvements
  13. Tickers closure within SLA
  14. Documentation/SOPs building
  15. Logging your work

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