Job Description

JOB DESCRIPTION Role Proficiency:Follow the runbook/SOP to monitor track and co-ordinate to closure incidents/service requests Outcomes: 1) Provide day to day monitoring support for respective work streams (NOC SOC)2) Work on incidents and SRs pertaining to respective work streams3) Track co-ordinate and close incidents and service requires according agreed service levels Measures of Outcomes: 1) SLA Adherence2) Compliance towards runbook based troubleshooting process3) Time bound elevations and routing of tickets - OLA Adherence4) Manage ticket backlog timelines - SLA adherence in managing ticket backlogs5) Adhere to defined process - # of Non-compliance events from internal/external audits6) % Completion of all mandatory customer and organization training requirements Outputs Expected:Monitoring: Understand Priority and Severity based on ITIL practice understand agreed SLA with customer and adhere to SLAs Explain and communicate priority incidents to customer/stakeholders Runbook Reference: Follow runbook for troubleshooting notify lead in case of runbook update Report a mismatch in existing runbook to runbook owner Elevation/Routing of tickets: Understand OLA between delivery layers (L1 L2 L3 etc) adhere to OLA route the tickets to relevant queue initiate intimation respective teams/customer based on defiled process Tickets Backlog: Follow up on tickets based on agreed timelines manage ticket backlogs/last activity as per defined process Collaboration: Collaborate with different towers of delivery for ticket resolution (within SLA) document learning\'s for self-reference Collaborate with other team members for timely resolution of tickets Actively participate in team/organization-wide initiatives Process Adherence: Understand organization and customer defined process. Consult with mentor when in doubt. Adhere to defined processes. Adhere to ITIL best practices. Training: On time completion of all mandatory training requirements of organization and customer Performance Management: Update FAST Goals in NorthStar track report and seek continues feedback from peers and manager Skill Examples: Analytical ability to understand big picture of customer issues Strong interpersonal and communication skills Ability to co-relate failures Ability to interact with different teams and customers with good written verbal and email etiquette Troubleshooting skills Securitya. Security Monitoring - SIEM-Console (work according to the playbook)b. Monitoring and Log Investigation/Correlationc. Malware Analysis / Forensicsd. Rule Logic Creation based on use cases or Attack vectors Servera. Ability to understand basic OS and application conceptsb. Alert handling and monitoring skills Database:a. Creation of tables indexes tablespaces etcb. Data Management Skills Analysing Data looking for patterns. Know how to find records sort review and other functions in DB.c. Usage of GROUP BY aggregate functions check duplicate keys. etc Quality Analysis:a. Ability to adhere to processes and procedureb. Ability to audit processes procedures and technology Knowledge Examples: ITIL Framework Fair understanding of customer infrastructure Basic hardware knowledge and troubleshooting Desktop support and Software Installation Networking:a. Basic Understanding of IP addressingb. Basic show commands in routers and switchesc. Familiar with basic troubleshooting tools such as ping/tracert/netstat etcd. Understand the network monitoring tools such as Nagios Cacti SolarWinds etce. Basic understanding of ticketing tools such as Service-now OR Remedy Security:a. Basic idea and threat hunting of Cyber Security Incident responseb. SIEM tools Like QRadar LogRhythm Splunk etc.c. External Threat Intelligence in any of the OSINT Server:a. Familiarity in OS backup basic network sharing and securityb.Basic hardware knowledge and troubleshootingc.Familiarity in working with monitoring tools like SCOM Nagios Solarwinds New relic etc. Storage & Backupa. Basic understanding of Storage & Backup technologyb.Basic understanding of Backup Restore and archive operationsc. Basic Understanding of Disk Drives RAID SAN Fabricsd.Basic Understanding of Storage & backup Alert Monitoringe.Basic Understanding of Tape Libraries Backup Appliances Virtual tape Librariesf.Basic understanding of ticketing tools Monitoringa.Basic understanding of Networking conceptsb.Basic knowledge of infrastructure components Databasea. Basics of SQL and Relational DBs and normalization b. Data management concepts in systems like Excel MS Access MySQL Postgres etcc. Understanding the principles involved in a relational DB like how indexes triggers works etcd. Knowledge of SQL client and Database management tools End User Computinga.Basic end point knowledgeb.Basic knowledge on remote support tools c.MS office and other related productsd.Basic knowledge on browsers Basic network knowledge Additional Comments: Role Proficiency: Role will be mainly focused on Cloud and Infrastructure productivity services which include, but is not limited to Service Desk, Network and Server Monitoring and other first level support roles under the continuous guidance and support from leads and SMEs. REQUIREMENTS . Learn infrastructure domain components, common tools and application used. Learn cloud basics. . Ability to understand the client query and provide hardware / software / network problem diagnosis / resolution via telephone/email/chat . Ensure every issue/request is logged in the Ticketing tool without any lapses. . Provide first Level remote support and IT related services to end users based on SOPs within agreed SLAs . Route tickets to internal 2nd and 3rd level IT support staff appropriately . Use the ITIL Framework to document and manage Incidents and work requests. . Assign Service Requests / incidents to appropriate support teams and follow up until closure. . Educate Users about Self-help articles, best practices thus creating awareness about IT systems usage. . Co-ordinate with Level 2 teams during Major incidents and provide updates to Users. . Ensure the ticket is updated with latest updates in a descriptive manner for future reference. Knowledge Examples . Good analytical and problem-solving skills . High level communication and collaboration skills . Risk Analysis and Management . Ability to adapt to a changing environment . Communicate with Team members effectively and efficiently.

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