HCLTech
Location
Bangalore | India
Job description
Job Description (Posting).
Detect Major Incidents within 2 Minutes, Validate and triage the incidents created within 3 minutes (acknowledge) through an in-house developed Alerting Framework upon the Monitor of Monitor (MoM) intelligent correlation hub based on service map using Octobus Data Lake ingested events from various tools. Use reference Observability dashboards of Application and Infrastructure to analyze the events and patterns for Hyperscalers, Compute, Network, Storage and Backup. Follow Major escalation process based on the incident and impact assessed per work instructions. The OC team will analyze, finetune and maintain information on the type of alerts to be configured in MoM Alerting Framework based on the historical data or new go-live of a solution. Provide Inputs to update the Service Map and Relationship information of Configuration Items, Known Errors, Correlation Errors, Support team technical diagnosis gaps. Identify, Track and Reporting Critical alerts that lead or indicate major incidents. Daily proactive checks for all the MoM dashboard and associated integrations, trigger escalations upon failures and invoke the business continuity procedures to ensure no impact to GCS availability. Identify, review and present report on monthly basis identifying alerts that cause Own triaging observability gaps and continuous follow up with relevant GCS infrastructure teams till resolution or fulfillment. Participate in Daily ROM and AlwaysON meetings to represent and share updates from Observability standpoint. Identify, list, and share routine tasks that could be automated to reduce the workload on monitoring ops Collaborate with other GCS infrastructure teams to improve overall observability and process improvement. (1.) To independently resolve tickets and esnure that the agreed SLA of ticket volume and time are met for the team. (2.) To provide support for on call escalations orL3 level support and doing incident and problem management (3.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts and conducting interviewsorparticipation in hiring drives. (4.) To adhere to quality standards, regulatory requirements and company policies (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases (6.) To participate or contribute on EN business in creation of proposals to drive Service improvement plans. Qualification B-Tech No. of Positions 1 Skill (Primary) CFS-Processes-IT Process Engineering Auto req ID 1344850BRJob tags
Salary
