Industry/Sector
Not Applicable
Specialism
Managed Services
Management Level
Associate
Job Description & Summary
Role NOC/Command Center (Associate – Relevant Exp: 2 Years to 5 Years)
Job Responsibilities:
- Monitoring & L1.5 troubleshooting & resolution for Infrastructure and application related issues as per knowledge articles.
- Initial triage of incidents related to Infrastructure (network – router, switch, Meraki devices, access points, SDWAN ;server – Windows & Linux etc.) & application components using knowledge articles.
- Work on service requests (network device onboarding & offboarding, certificate management, alert enablement in SolarWinds etc.) following the documented process.
- Perform health check activities and monitor performances of infrastructure components & applications.
- Making inbound & outbound calls with ISP & onsite tech team.
- Engage third parties (as required) to support resolution for Supplier Services
- Initiate the technical bridge upon Major Incident declaration and provide update on the bridge to all stakeholders.
- Send email communications and notifications during major incident bridges.
- Engage other technical teams to support resolution for supplier services.
- Confirmation with end users/technical teams for issue resolution and update all stakeholders on technical bridge.
- Create problem tickets & outage records for major incidents.
- Keep the incident updated as per discovery or end user information on real time basis.
- Engage technical manager and technical teams to provide updates in case of major incidents via bridge call and update playbook throughout the call.
- Monitoring the volume of Incidents, Incident resolution, pending Incidents, complaints, and escalations.
- For P1/P2 incidents, where vendor is involved, ensuring that Incident being addressed by the vendor is actively managed and that the vendor provides timely resolution.
- Validating the accuracy of incident/Service request submitted by Service desk to ensure categorization, prioritization and configuration item are accurate.
- Must be willing to work in shifts, provide hand-over to next shift and provide on-call support as per business needs.
- Independently running major incident bridges with complete command & control
- Should be able to assess business impact of major issues and initiate bridge calls
- Taking complete responsibility of an Incident throughout the lifecycle
- Should be able to draft / review major incident communications which goes up to Client leadership.
- Prior experience working in a Global Command Center / Technical Operations Center role.
- Analyze process improvement & automate opportunities and collaborate with technical teams till implementation.
- Should be ready to learn new technology & processes and provide training to team
- Create knowledge articles or SOP as per requirement
Key Skills and Experience:
- Hands-on experience on at least 1 ITSM tool (ServiceNow, Remedy, etc.,).
- Proven verbal and written communication skills, which will be key in driving customer communication during critical events.
- Demonstrating proficiencies in at least one of the technology domains (preferably network).
- Proven understanding of ITIL framework
- Experience working in Managed services environment providing application support, with strong knowledge on IT Service Management (ITSM) process including incident, request, and problem management.
- ITIL 4 certification is a plus
Travel Requirements
Not Specified
Job Posting End Date
