Sakon
Location
Pune | India
Job description
Sakon ( simplifies how businesses around the world Understand, Manage and Transform their Communications and Cloud Ecosystems. One of the world's top SaaS companies in our markets, Sakon is a leader in managing communication services and costs, mobility, and cloud services, Sakon has 200 large enterprise customers spanning virtually every country across the globe. Sakon is headquartered in Concord, MA with additional locations across North America, Europe, and India.
Roles & Responsibilities:
Monitor Systems
Monitor all production networks, servers, applications, and services through a centralized monitoring console.
Alarm Handling and Escalation
The NOC engineer's principal role is troubleshooting all the technical and quality related issues. In some instances, the issues are far too complex to be fixed quickly. This is when the NOC engineer must approach the upper management for assistance. They must simultaneously maintain communication with the vendors and the team to ensure they remain updated on any issues.
Root Cause Analysis
When a problem is recognized, NOC Engineers does the root cause analysis (RCA).
Report Incidents
NOC engineer should raise an incident which means an unplanned interruption to or quality reduction of an IT service.
When problems are too large or complex for quick troubleshooting, NOC Engineers must escalate the issue to management, other IT resources or 3rd party vendors for assistance in reaching a resolution.
NOC Engineers maintain ongoing communication within the team and externally, to keep all stakeholders aware of relevant, known issues and the steps being taken.
Tracking Issues
In response to incidents, the NOC engineer should carefully track and document all defects and resolutions in detail.
Troubleshooting and Resolution
Being a NOC Engineer means they oversee resolving all issues concerning their IT services. The NOC Engineer uses standard procedures to troubleshoot and resolve any issues concerning the network. They are always working with other IT teams, customers, and vendors to enhance the route performance.
User Interaction
Being a NOC engineer means they must regularly interact with the internal stakeholders/end users. Additionally, they must treat the customers with diplomacy and politeness. Although the role of the NOC engineer varies slightly according to the situation, they must handle both the non-technical and technical requirements for the customer.
Operational Tasks for NOC engineer
Laptop management
1. Procurement of new laptops for new joiners or replacements for existing users.
2. Laptop configuration for new users.
3. All basic software and security compliance applications installation.
4. Laptop/Assets inventory to be maintained for all US users.
5. Handling lifecycle (Procurement, Maintenance and Disposal) of all assets as per IT Asset Management.
User Management
As a part of on-boarding the employee following activities need to be completed.
1. User account creation.
2. On-Boarding of Users.
3. Core5 Access.
4. Add user to all US Group Email ID and India Group Email ID.
5. Automated Signature creation
6. Server access after manager approval.
7. Zoom Meeting Center Access
8. O365 email account
9. MS Teams messenger installation
10. Add employee to Sakon University
11. Smartsheet Login (If required)
12. Sharepoint access. (Based on Manager Approval)
13. Login access to Loopio
14. Gen5 platform access (Based on Manager Approval)
15. Sakon platform access (Based on Manager Approval)
As a part of off-boarding the employee following activities need to be completed.
1. O365 email account disabling
2. Removal Sharepoint Access
3. Removal from US Group Email
4. Remove Automated Signature (Manager Approval)
5. Email backup confirmation from Manger
6. Email forwarding to reporting Manager
7. Disable Core 5 account and access
8. Disable user from all MM & WM portals including the customer & demo
9. Remove employee from Sakon University
NOTE : Any other access removal need to be confirmed from the reporting manager over email.
IT Asset Management (ITAM)
1. Maintain an inventory of the assets owned by all employees.
2. Keep a track of all the Networking devices hosted in the Burlington/Concord office.
3. During Employee off-boarding all assets need to be collected
4. Sakon Laptop, IBM Laptop (if assigned).
5. Desktop, Additional monitors, headset, keyboard, mouse, data card etc
Software Asset Management (SAM)
1. Inventory management of software assets
2. Maintaining accurate discovery, tracking, and management of licenses, costs, and risks associated with software assets.
3. Maintaining a repository for license entitlements assigned to users.
Ticket Management
1. Tickets assigned should be catered as per the SLA
2. The tickets should be well documented in terms of the cause, resolutions, next POA and next customer contact.
3. A daily Ticket report should be sent to the management with the status of the tickets
4. Hand off template to be shared with the team for any pending tickets.
Processes
Maintain a good understanding of all NOC processes and implement them appropriately.
Following are some ISMS processes that NOC team is supposed to perform
1. Generating IBM Beekeeper reports for all users having IBM laptops every quarter.
2. Perform an Audit of Desktop/Laptop Software Compliance every quarter.
3. Email Object Cleanup/ user account cleanup regularly on weekly basis.
4. Identity, access rights and user account management.
5. Internal audits and certification audits.
Skills Required
1. Hands on knowledge and experience working on Mac OS.
2. Formatting and upgrading Windows, Mac OS.
3. Basic knowledge of the OSI model, switching and internet routing technologies
4. Basic understanding of network monitoring concepts and management tools.
5. Ability to assess faults, prioritise, respond and escalate accordingly.
6. Clear communicator (both written and verbal).
7. Provided technical support for operational administration, Directory Services, servers, and TCP/IP networks.
8. VPN Troubleshooting on calls with customer network teams to successfully establish connectivity. 9. Performed external and internal DNS configuration and management tasks
10. Ensuring correct comprehension, response time and resolution of issues/requests/emails.
11. Proficient and knowledgeable about networks and how to properly troubleshoot various problems
How to apply:
we invite you to apply for the Senior Engineer position at Sakon at [HIDDEN TEXT] .
Join us in shaping the future of our software solutions!
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