Cross Technology MS Engineer (L2)

Key Responsibilities:

• Proactively monitors the work queues.

• Performs operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA.

• Updates tickets with resolution tasks performed.

• Identifies, investigates, analyses issues and errors prior to or when they occur, and logs all such incidents in a timely manner.

• Captures all required and relevant information for immediate resolution.

• Provides second level support to all incidents, requests and identifies the root cause of incidents and problems.

• Communicates with other teams and clients for extending support.

• Executes changes with clear identification of risks and mitigation plans to be captured into the change record.

• Follows the shift handover process highlighting any key tickets to be focussed on along with a handover of upcoming critical tasks to be carried out in the next shift.

• Escalates all tickets to seek the right focus from CoE and other teams, if needed continue the escalations to management.

• Works with automation teams for effort optimization and automating routine tasks.

• Ability to work across various other resolver group (internal and external) like Service Provider, TAC, etc.

• Identifies problems and errors before they impact a client’s service.

• Provides Assistance to L1 Security Engineers for better initial triage or troubleshooting.

• Leads and manages all initial client escalation for operational issues.

• Contributes to the change management process by logging all change requests with complete details for standard and non-standard including patching and any other changes to Configuration Items.

• Ensures all changes are carried out with proper change approvals.

• Plans and executes approved maintenance activities.

• Audits and analyses incident and request tickets for quality and recommends improvements with updates to knowledge articles.

• Produces trend analysis reports for identifying tasks for automation, leading to a reduction in tickets and optimization of effort.

• May also contribute to / support on project work as and when required.

• May work on implementing and delivering Disaster Recovery functions and tests.

• Performs any other related task as required.

Knowledge and Attributes:

• Ability to communicate and work across different cultures and social groups.

• Ability to plan activities and projects well in advance, and takes into account possible changing circumstances.

• Ability to maintain a positive outlook at work.

• Ability to work well in a pressurized environment.

• Ability to work hard and put in longer hours when it is necessary.

• Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting.

• Ability to adapt to changing circumstances.

• Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey.

Academic Qualifications and Certifications:

• Certifications relevant to the services provided (certifications carry additional weightage on a candidate’s qualification for the role)

• Relevant certifications include:

  • A+ Certification

  • N+ Certification

  • Microsoft Suite (OS, Office, OneDrive, Teams, D365)

  • ITIL Certification an advantage not a must

  • Laptop and Desktop Certifications / Experience

  • Networking hands on experience

• Required Experience:

• Moderate level years of relevant managed services experience handling cross technology infrastructure.

• Moderate level knowledge in ticketing tools preferably Service Now.

• Moderate level working knowledge of ITIL processes.

• Moderate level experience working with vendors and/or 3rd parties.