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Location

Mumbai | India

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Job description

This position is required for shift assistant engineer to perform 24x7 command centre duties.

I. This role shall perform our command centre work activities involving monitoring of all 24x7 critical systems operation, for all incoming request from customer and perform emergency escalation and reporting management.

II. Work requires strong formal conduct of operations skills, technical expertise, personal accountability, and flawless execution of work activities commensurate with a highly critical environment and associated expectations for exceptional customer satisfaction and confidence.

 

Job Duties

• Candidate should properly trained and qualified for their assigned responsibilities and associated work in a critical environment, including full implementation and strict adherence to our Data Centre Policies, Standards and Processes.
• Perform emergency escalation and reporting when systems abnormality occurs through automation system alarms or notification from customer or technician via phone call. Manage to ensure customer's service level agreement are in compliance at all time, the SLA covers such as incident escalate to customer within 15 minutes upon reported to monitoring centre, written incident report issue within 24 hours, etc.
• All customer incoming work request shall attend promptly, raise a ticket to respective function team for execution. Track and issue reminder to ensure work is done on time.
• Assist incident investigation and resolution by reviewing of system logs.
• Perform proper handover and takeover of daily duties to next shift coworker by clearly indicating all task or work duties to follow-up by next shift coworker this include prepare daily 24x7 shift handover report.
• Manning of service desk and provide good customer service for all customer requests. Attend, track and record of all customer request and feedback either via phone call or email.
• Incident escalation to internal staff and customer shall perform within 15 minutes upon occurrence and issue incident notification to customer. Provide interim updates to customer on hourly basis or a timing agreeable to customer.
• Provide incident report details information to Lead Engineer for preparation of Incident report and ready to issue to customer within 24 hours.
• Implement SOP processes in accordance of requirement.
• Other ad hoc duties assign by Lead Engineer from time to time.
• Must willing to operates after office hours and public holiday, 24 x 7 available on-call. Under emergency return to Data Centre to conduct to assist in fault investigation.

 

Requirements

• Proficient in English through all mediums of communication. Ability to write incident notification report.
• Should have 4-6 years of experience of Microsoft System admin and basic troubleshooting and problem-solving ability
• Should have relevant work experience in Data Centre environment or NOC or Service Command Centre for similar duties.
• Technical knowledge with hands on knowledge/experience and understanding of critical data centre systems, including cross domain environment ( Windows/AD / VMWare / AWS / Azure / Linux / Print Management ) and monitoring tool SolarWinds etc.
• Should manage Server down / High CPU / Low disk space issues. (VMware, AWS, Azure)
• Should have experience in managing file shares and permissions and basic experience in (AD / DNS / DHCP)
• Ability to perform multiple tasks, adjust quickly in short time frame with limited direct supervision Ability to create rapport with others and build a team environment Ability to work flexible hours if necessary (all shifts) Strong written and verbal communication, organizational, motivational and time management skills Excellent Facilitation skills Should be well versed with Excel, PowerPoint presentation Prior working knowledge in Analytics using Analytic tools will be an added advantage.
• Resolve all in-scope incidents and tasks as per the Standard Operating Procedure documents or KB articles.
• Provide preferential support to VIPs (Terex Executives, Executive Assistants, and other roles performing business critical functions) ensuring expedited response and resolution to their requests/issues.
• Provide Second level desktop application support including desktop OS or Terex approved software based on SOPs.
• Raise Major Incidents and follow the MIM process mutually agreed between LTI and Terex.
• Monitor Alerts, Raise and Execute Changes as per the documented processes.

Skills: flexible hours,dhcp,dns,time management skills,technical knowledge,english communication,customer service,linux,troubleshooting,ad,service desk,vmware,customer satisfaction,active directory,written and verbal communication,excel,azure,windows,technical expertise,organizational skills,aws

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Job tags

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Salary