Location
Nagpur | India
Job description
Job Description (Posting).
24x7 Event/Alert/Incident Monitoring support for in-scope infra, Apps and Cloud Management. Work in rotational shifts to provide 24/7 monitoring support for IT infrastructure. Capture Alerts or Situations, then raise incident tickets. Perform SOP-based support and escalate to respective Technology Teams Provide environmental support and handle escalations, perform end to end Incident Management for event-based incidents Monitor Batch Job (Job Scheduling) Alerts and Handle Batch Job Requests Initiates, coordinates and collaborate with Tools, Technology Team, Service Desk and Vendor management. Reduces the workload of the technology tracks by performing Instruction-based (SOP) Level 1.5 troubleshooting and trying to resolve Incident tickets at the Command Center Level. Assist in High Severity Incidents: Initiate Critical Bridges and work closely with MIM Dedicated Team Act as a Situation Manager and assist dedicated MIM Team (impact analysis, initiate bridge, inform MIM, inform Service Desk, inform Business, inform on-call person, send out the hourly report, send out closer report, find out the recurring issue or in the past this the issue has been reported, if required run a business bridge) etc. Monitor in-scope infra, Apps and Cloud Management with various monitoring tools for example Monitoring Tools: Solarwinds, SCOM, Dynatrace, AppDynamics, Net cool, Nagios, ,DataDog, Vmware, WhatsUp Gold etc. (any 2 tools) ITSM Tool: Service Now, Remedy, etc. Batch Job Scheduler: Control-M, Autosys, Redwood, Tidal, IBM Workload Automation - Analyze, acknowledge & record each & every Alert / Event / Situation in the monitoring tools & Create incidents as per their impact (Severity) Escalation & Notification to the relevant teams & stakeholders to ensure SLA compliance & minimal impact on the business. Strict adherence to the specified response & resolution timelines mentioned in SLA. (Resolution includes where level 1.5 troubleshooting is in Teams scope. Assist the team lead in updating the run book and other technical and process documents for benefit of the entire team. Escalate any inconsistencies in the monitoring environment concerning the monitoring tool configuration, alert thresholds, alert message enrichment & false (1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases
Qualification
B-Tech
Skill (Primary)
EIS-Integrated Command Center-Integrated Command Center â€' CC Eng
Job tags
Salary
