Job Description

Experience1-3 YearsRoles and Responsibilities

• 24x7x365 server, network, database, and application availability monitoring; shared support delivered real time from offshore India.
• Raise tickets in the ITIL based tool from the information received by customer on call or via email and perform the first level troubleshooting for all types of infrastructure issues.
• Perform triage on alerts received from monitoring tool and escalate based on pre-defined process if necessary.
• Consistently review the monitoring tool dashboards for alarms and raise tickets if required.
• Responsible for collecting basic information necessary for troubleshooting in various different technologies and also need to perform standard pre-defined steps for troubleshooting.
• To resolve basic and common issues on the first call and to escalate tickets to next level only if necessary.
• Adhere to SLA standards defined by the customer and apply best efforts to manage tickets within the SLA standards.
• Identify repetitive false alerts and assist in the process of getting them tuned.
• Work with Service providers to raise issues related to WAN links and test to ensure that the WAN links are working fine.
• Raise issues with vendors and follow-up on solution for hardware/product related issues.
• Maintain good communication with customer and the team to ensure good delivery.
• Maintain up-to-date documentation of operation and procedure manuals.
• Work with Customer IT contact for physical or hand on support while troubleshooting issues.

Required Technical CompetenciesDesired Candidate Profile

• Candidates with Knowledge of Cisco security/network/Microsoft solutions including datacentre infrastructure.
• Recommended to have 1 to 2 years hands on experience on monitoring infrastructure.
• Experience with remote infrastructure management a plus.
• ITIL knowledge and certification would be added value.
• Strong verbal and written skills ability to communicate with our US clients.
• Must work as a team player on our operations and engineering fulfilment teams.
• Willingness to learn, implement and support new technologies like SD-WAN, Windows, Rubrik etc..

Required Behavioral CompetenciesAccountability: Takes ownership for and ensures accuracy of own work, meets deadlines, and asks questions about possible gaps to ensure clarity of ownership.Agility: Demonstrates a willingness to accept and embrace differing ideas or perceptions which are beneficial to the organization.Collaboration: Participates in team activities and reaches out to others in team to achieve common goals.Customer Focus: Displays awareness of customers stated needs and gives priority to meeting and exceeding customer expectations at or above expected quality within stipulated time.Communication: Effectively communicates in written and oral form, well-organized thoughts to others. Speaks openly and honestly with all employees.Drives Results: Demonstrates a "can do" attitude and is willing to stretch self to achieve and exceed defined goals/targets.CertificationsMandatory:OCA, AZ104, MCSA, Business Intelligence Development Certification, Microsoft Certified Azure AI, Azure Data & Azure Administrator Desirable: OCP, CCP, CCNP/Yash defined course, Admin level Certification of any Storage Tool/ Backup Tool

YASH Technologies