Job Description

POSITION RESPONSIBILITES

• Monitor the ServiceNow ticket queue and event monitoring tools (Zenoss) for incoming incidents & requests
• Perform initial investigation and/or troubleshooting of systems (windows/ Linux/ AWS) and network issues to resolve issue basis SOPs available
• Process all support incidents and Task requests within SLA by following procedural requirements
• Escalate to secondary support teams in timely manner, where necessary, to ensure timely resolution
• Thoroughly document steps taken to resolve or escalate incidents within ServiceNow tickets
• Participate in Bridge calls to help resolve system outages and restore service to users and Guardian partners
• Identify and address repeating alert trends or non-actionable alerts to streamline and optimize services
• Suggest defects and product/infrastructure enhancements to improve stability and automation
• Perform Incident management based on ITIL principles
• Participate in periodic skills enhancement sessions and training courses
• Prepare and deliver standard scheduled reports to support service trending and optimization
• Develop, document and update standard operating procedures and knowledgebase articles.

REPORTING RELATIONSHIPS

This position reports to the EOC Manager.

CANDIDATE QUALIFICATIONS

Functional Skills

• 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:
• Windows Server Administration
• Linux and Unix Server Administration
• Network Administration and Telecom services
• AWS DevOps
• Working knowledge of the following industry standard technologies is required for this role, including:
• Server Hardware (Cisco UCS, IBM P-Series)
• Cloud Technologies (Amazon Web Services (AWS) Core Services, Terraform, Security Groups, Jenkins)
• Citrix
• Microsoft Active Directory
• Networking (TCP/IP, QIP (DNS), Wireless, F5, Riverbed)
• Security (Anti-virus (Trend Micro, Symantec), SSL Certificate Management)

• 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)

• Strong problem-solving and troubleshooting skills
• Keen analytical and structured approach to problem solving
• Ability to follow instructions and Standard Operating Procedures (SOPs)
• Excellent written and spoken English language skills with an ability to speak loudly and clearly
• Outstanding customer service skills and dedication to customer satisfaction
• Excellent documentation skills
• Proven ability to work independently
• Ability to work well in a team environment
• Ability to accommodate flexible work schedules
• Ability to triage outage bridge calls and drive calls to closure.
• Comfortable with “crisis” situations that require critical thinking, problem definition and diagnosis skills
• Ability to speak confidently with Developers, Engineers and Management

Leadership Behaviors

• Take ownership & accountability for actions and results
• Takes action to resolve customer problems promptly & to ensure customer satisfaction
• Demonstrates high standards of professionalism, integrity & customer service

POSITION QUALIFICATIONS

• Total of 4 years+ experience including a minimum of 2 years of experience in a 24x7 Network Operations Center & Service Management role
• Strong Microsoft Word, Excel, PowerPoint skills
• Bachelor’s Degree or similar required

• A +, Network +, Security +, Microsoft, Cisco Certifications preferred
• Flexibility to work in 24x7x365 shifts on rotational basis
• Must be comfortable working in a highly critical, fast paced environment with shifting priorities

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.

Location:

This position can be based in any of the following locations:

Chennai, Gurgaon