About the job
Job Description:
- Determine the design and workout strategy for new projects. Lead the Project lifecycle closely following Governance models.
- Identify and resolve issues reported within defines SLAs part of routine maintenance of existing applications built in SharePoint online.
- Report extraction and automations to support different metrics, that are maintained in the applications.
- Work with Stakeholders on the enhancements in the existing applications.
Project Planning, Tracking, & Reporting
- Workout budgetary estimates during kick off, after understanding the high-level requirements.
- Support the team in project planning activities, identify risks proactively, escalating thru appropriate channels as required and responsible for closely tracking the actual efforts
- Communicate regularly the status of Projects, risks that creeps, impediments if any.
Design
- Familiar with Microsoft Visio, Word to create HLD, LLD, DLD in various stages of SharePoint site development and maintenance.
Qualifications:
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.
Guardian-
https://youtu.be/QEtkY6EkEuQ
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
