Job description:

Dc Operations - L2 Position:

3-4 years of alert monitoring/ITIL process experience. Should possess strong knowledge in ITIL's incident management and change management module.
Hands-on work experience with the following: Any alert monitoring tool e.g.: SCOM, Solar winds, Control Up, Citrix Director etc. Incident lifecycle process. Any ITSM tool e.g.: Remedy, Service now etc. Batch job scheduling. Start/stop backup jobs. Backup monitoring tools like Networker.
Flexibility to adjust to multiple demands, shifting priorities. Able to create Run books, SOP's regularly/reviewing documentation works.
Act as a gateway between the customer and the Project team, ensuring issues have met minimal requirements for escalation Perform and document RCAs for all the issues.
Be able to manage alerts/incidents on a 24X7 on-call/email on rotational basis. Strong coordination and excellent communication and presentation skills within an international environment.
Understand and track outstanding actions, improvement plans for incidents escalated to Command Centre until closure. Frequently assign work within team and to technical team members as-needed.
To effectively act as a Subject Matter Expert (SME) in the required scope of works, Audit compliances & demonstrating expertise through presentations.

• Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases
• To provide support for on call escalations and doing root cause analysis of given issue
• To independently resolve tickets within agreed SLA of ticket volume and time
• To adhere to quality standards, regulatory requirements and company policies