Job Detail

Should have monitoring Experience
Should be ready to work in 24X7 environments. rotating shifts & rotating weekly Offs.
Will have to work in the current role for at least 18 months before any internal movement-
Candidates from Data Center Monitoring background will be preferred Or trainable resource.
Basic knowledge Of Unix/Windows/Backup will help for first level Support in few projects. ft is not mandatory that you will be troubleshooting each and every role. In most of the projects we have Catch and Dispatch SPOC for each and every business critical issue.
Event monitoring and co-relation skills.
Good knowledge of IM/PM/CM etc-.(Preferred)
- Coordinate and manage relationships with vendors and support track.
_ Responsible for manage daily/weekly/monthly performance report. - Outage (levl) handling.
: Real time acknowledgement and ownership of IT infrastructure alerts.
Quickly address the critical alerts and follow up with respective teams tili the resolution.
Work as a central point to contact for all technical support teams and provide information for on-going incidents/alerts.
Handle L2 troubleshooting& diagnose the issue and ny to resolve alerts at your end to balance work load of L2 technical support team. (In few Project Customer will not allow due to access issue.)
Keep a G-ack on all unresolved incidents / tickets and follow up with different support team until die closer, within defined timelines.
Wilt be wrong on Server Monitoring, Hardware Monitoring Network Monitoring Backup Monitoring Batch Job 00b Scheduler), ITSM Tools (Ret-dy, ServiceNow)etc These are Ble standard tools we use for DC Monitoring. It is not necessary in all project we will have diff tools.
2. PRINCIPAL ACCOUNTABILITIES:
0100% adherence to SLA Timelines.
100% emails & alerts addressed team.
Zero tolerance for not following SOPs, KPJ KOP SLA as per the documentation.
3. DIMENSIONS:
Personal dedication providing high quality, superior service at all times. Ability finish what is started is a must 0 Ability integrate as a player in a fast-paced environment where all information is shared.
C] Ability new infrmaon quickly and die willingness to do so at all times. D Ability to hours from time time cover for other Support Group staff.
5. KEY BUSINESS CHALLENGES:
Meet or exceed current dient and team SLA
Keep up-to-date on new technologies and end customer technologies
Keep customer satisfaction high
Reduce downtime and Avoid duplication of incident tickets,