Experience : 1-3 Years

Job Responsibilities :

· 24*7 monitoring support for in-scope infrastructure.

· Develop and acquire detailed knowledge of the environment.

· People Management.

· Handle escalations and assist in creation of RCAs.

· Possess the ability to work under pressure and the ability to communicate with stakeholders.

· Generate Operations report.

· Manage bridge calls and notify respective support groups.

· Perform GAP analysis.

· Creation of SOPs and Knowledge Base.

· Capture alerts, raise incident tickets and escalate to respective team.

· Provide phone support 24*7*365 Responsibilities.

· Act as a first point of escalation/consultation for the team on technical, procedural and process

related queries.

· People Management. Prior experience of People Management of at least >10 resources is

mandate.

· Guides the team lead in maintaining and updating documents in central repository for the

benefits of the entire team.

· Ensure proper shift handover to the next shift.

· Willing to work in 24/7 shift.

· Liaise with the Critical Incident Management Process Owner and Chair Process Review

Meetings.

· Coordination and management during major incidents.

· Work proactively with the Applications, Systems and Database teams to continually optimize

the batch job streams and improve the job performance.

· Production and maintenance of the major incident communication plan.

· Facilitating the production and maintenance of the major incident restoration plan.

· Production of major incident progress updates.

· Participation in major incident reviews.

· Conduct regular Process Compliance Checks and Quality Reviews to ensure that the process is

being followed consistently.

· Escalate any inconsistencies in the monitoring environment with the respect to the monitoring

tool configuration, alert thresholds, alert message enrichment and false alerts.

· Discuss operational challenges and constraints in team meetings and with the management to

ensure timely resolution.

· Guide Track Lead to resolve Operation Challenges and constraints if any within the team or in

project.

· Analysis and reporting of incident trend data to identify and eliminate root causes.

· Managing root cause analysis between technical teams.

· Production of statistics and trend reports to demonstrate performance of the Problem

Management process Skills.

· Knowledgeable in ITIL concepts [Incident Management, Problem Management etc.].

· Should have worked in high pressure work environment and ability to multitask.

· Basic support experience on Windows/Unix Servers, Network Devices, Backup.

· With experience in TWS Maestro, BMC Control-M, Batch Scheduler and Veritas NetBackup

Knowledge in Sun Solaris, HP-UX, MS Windows and MS Office.

· Skills in SAP environment and Unix will be an advantage.

· Good Verbal and written Communication skills.

· Hands on experience with the following.

· Should have worked with monitoring tools like BBPM, HP NNM, and Solar Winds.