The role of ICC Engineer is to manage the restoration infra/App/Business processes by utilizing tools and processes defined. He /She will act as SME for Triage/Stabilization thereby returning the IT system to a functional state.
DETAILED RESPONSIBILITIES
- Act as the first point of escalation/consultation for the team on all technical, procedural and processes related queries.
- Manages the team in his / her respective shift. Responsible for Task allocation/Workload distribution to self and team to manage business continuity
- Assists the team lead in Maintaining & updating documents in a central repository for the benefit of the team
- Creation of SOP's and knowledgebase /KB Articles
- Work in rotating shifts to provide 24/7 Monitoring all in-scope Datacenter technologies, Apps and business processes using respective monitoring/event management tools/dashboards
- Create relevant incident tickets for the issues received through Tools/Call/Email
- Proactive monitoring and tracking of tickets and regular follow up on high impacting issues
- Monitor and execute Job schedules if in scope
- Provide phone support 24x7x365
- Escalation & Notification to the relevant teams & stakeholders to ensure SLA compliance & minimal impact
- Handle escalations and assist the problem the management team in the creation of RCAs
- Ensure proper shift handover to the next shift
- Manage unpredictable workload due to multiple failures in business (flood of alerts/Issues)
- Generate operations report
- Act as a trigger for the critical incident management process by involving the technical & incident management team and keep management updated on all activities
- Coordination with Vendors and other support groups
- Endure adherence to change and incident management policies
- Performing incident audit and provide real-time feedback for Incident tickets
- Act as ICC subject matter expert, supporting the development of ICC roadmap
- Recommend solution and ideas to resolve issues and address trends which may include feedback, corrective action, communication, training and other action plans
- Escalate any inconsistencies in monitoring the environment with respect to the monitoring tool configuration, alert thresholds, alert message enrichment & false alerts
- Train & absorb the level 1 troubleshooting and other operational tasks from the various technical tracks
- Identify the automation opportunity and immediately act on or take accountability for team
- Report any risk item or monitoring gaps to management
EXPERIENCE & SKILL
- 3-4 Years of University education post-High the school (B.Sc. or Diploma)
- CertificationsinInformationTechnology.Preferred ITIL(Preferred)/MCP/MSCE/MSCA/CCNA or RHCE.
- 4-5 Years of IT experience
- 2-3 years of alert monitoring/Event management tools experience.
- Should have worked in high-pressure work environments and the ability to multitask.
- 2-3 years of L1 support experience on Windows/Unix Servers, AD, Network Devices, Exchange/Lotus Notes, Database, Storage & Backup, Job Scheduling.
- Hands-on experience with the following:
Ø Any alert monitoring tool e.g.: Net cool/Spectrum / NNM / HPOVO / SCOM /SolarWinds
Ø Event, Incident, Problem, Change lifecycle process.
Ø Any ITSM tool e.g. ServiceNow, Remedy, Peregrine, etc.
Ø Batch job scheduling Tool like Control M, Autosys, Redwood, TWS
Ø Start/stop/Rerun backup jobs.
Ø Backup monitoring tools like Networker/legato/ VERITAS Net backup
Ø Generating Reports through Dashboard, ServiceNow, Remedy, etc. Excellent Verbal and written communication skills.
COMPETENCIES & KEY BUSINESS CHALLENGES
· SLA's & SOP adherence
· Responsiveness
· Team player & Leadership skills
· Technical Expertise
· Concern for Order and Quality
· Keep up-to-date on new Tools, Technologies & Processes.
· Be mindful of customer satisfaction and actively contribute to enhancing it.
· Reduce downtime by timely action and following the prescribed escalation & notification.
· Avoid duplication of incident tickets.
12100 Ford Rd, Suite 126, Dallas, TX-75234
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