Guardian Life

Senior Engineer - IT

TechOps Engineer

SOC-Engineer

Senior Engineer - IT with 4+ years experience, strong expertise in Windows Server Administration, Linux/Unix Server Administration, Network Administration and Telecom services or AWS DevOps. Must have experience with ServiceNow, Zenoss, CloudWatch, CloudTrail, AppDynamics, and strong problem-solving and troubleshooting skills.

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 About the job
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 Job Description: <ul><li> Determine the design and workout strategy for new projects. Lead the Project lifecycle closely following Governance models.</li><li> Identify and resolve issues reported within defines SLAs part of routine maintenance of existing applications built in SharePoint online.</li><li> Report extraction and automations to support different metrics, that are maintained in the applications.</li><li> Work with Stakeholders on the enhancements in the existing applications. </li></ul>
Project Planning, Tracking, &amp; Reporting <ul><li> Workout budgetary estimates during kick off, after understanding the high-level requirements.</li><li> Support the team in project planning activities, identify risks proactively, escalating thru appropriate channels as required and responsible for closely tracking the actual efforts</li><li> Communicate regularly the status of Projects, risks that creeps, impediments if any. </li></ul>
Design <ul><li> Familiar with Microsoft Visio, Word to create HLD, LLD, DLD in various stages of SharePoint site development and maintenance. </li></ul>
Qualifications: POSITION RESPONSIBILITES <ul><li>Monitor the ServiceNow ticket queue and event monitoring tools (Zenoss) for incoming incidents &amp; requests</li><li>Perform initial investigation and/or troubleshooting of systems (windows/ Linux/ AWS) and network issues to resolve issue basis SOPs available</li><li>Process all support incidents and Task requests within SLA by following procedural requirements</li><li>Escalate to secondary support teams in timely manner, where necessary, to ensure timely resolution</li><li>Thoroughly document steps taken to resolve or escalate incidents within ServiceNow tickets </li><li>Participate in Bridge calls to help resolve system outages and restore service to users and Guardian partners</li><li>Identify and address repeating alert trends or non-actionable alerts to streamline and optimize services</li><li>Suggest defects and product/infrastructure enhancements to improve stability and automation</li><li>Perform Incident management based on ITIL principles</li><li>Participate in periodic skills enhancement sessions and training courses</li><li>Prepare and deliver standard scheduled reports to support service trending and optimization</li><li>Develop, document and update standard operating procedures and knowledgebase articles. </li></ul>
REPORTING RELATIONSHIPS This position reports to the EOC Manager. Candidate Qualifications Functional Skills <li>EOC team needs to perform on 4 Technologies primarily, and candidate needs to one expertise in 1 of these and working knowledge in others: The technologies are:</li> <ul><li>Windows Server Administration</li><li>Linux and Unix Server Administration</li><li>Network Administration and Telecom services</li><li>AWS DevOps</li></ul>
<li>Working knowledge of the following industry standard technologies is required for this role, including:</li> <ul><li>Server Hardware (Cisco UCS, IBM P-Series)</li><li>Cloud Technologies (Amazon Web Services (AWS) Core Services, Terraform, Security Groups, Jenkins)</li><li>Citrix</li><li>Microsoft Active Directory </li><li>Networking (TCP/IP, QIP (DNS), Wireless, F5, Riverbed)</li><li>Security (Anti-virus (Trend Micro, Symantec), SSL Certificate Management) </li><li>Strong experience working with ticketing tools such as ServiceNow, Zenoss or any other monitoring tool, Cloud monitoring tools (CloudWatch, CloudTrail), AppDynamics (or similar APM tool)</li><li>Strong problem-solving and troubleshooting skills </li><li>Keen analytical and structured approach to problem solving </li><li>Ability to follow instructions and Standard Operating Procedures (SOPs)</li><li>Excellent written and spoken English language skills with an ability to speak loudly and clearly</li><li>Outstanding customer service skills and dedication to customer satisfaction</li><li>Excellent documentation skills </li><li>Proven ability to work independently </li><li>Ability to work well in a team environment </li><li>Ability to accommodate flexible work schedules </li><li>Ability to triage outage bridge calls and drive calls to closure. </li><li>Comfortable with “crisis” situations that require critical thinking, problem definition and diagnosis skills</li><li>Ability to speak confidently with Developers, Engineers and Management </li></ul>
Leadership Behaviors <ul><li>Take ownership &amp; accountability for actions and results</li><li>Takes action to resolve customer problems promptly &amp; to ensure customer satisfaction</li><li>Demonstrates high standards of professionalism, integrity &amp; customer service </li></ul>
Position Qualifications <ul><li>Total of 4 years+ experience including a minimum of 2 years of experience in a 24x7 Network Operations Center &amp; Service Management role</li><li>Strong Microsoft Word, Excel, PowerPoint skills</li><li>Bachelor’s Degree or similar required</li><li>A +, Network +, Security +, Microsoft, Cisco Certifications preferred </li><li>Flexibility to work in 24x7x365 shifts on rotational basis</li><li>Must be comfortable working in a highly critical, fast paced environment with shifting priorities </li></ul>
The EOC is available 24x7x365 and requires onsite coverage. Shifts can vary across a 24-hour clock. Shifts may change periodically to vary work days. Guardian- <a class="app-aware-link " target="_blank" href="https://youtu.be/QEtkY6EkEuQ" data-test-app-aware-link="">https://youtu.be/QEtkY6EkEuQ </a>Location: This position can be based in any of the following locations: Gurgaon Current Guardian Colleagues: Please apply through the internal Jobs Hub in Workday
 
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