Initiates, coordinates and collaborate with Tools, Technology Team, Service Desk and Vendor
management
Reduces the workload of the technology tracks by performing Instruction based (SOP) Level 1.5
troubleshooting and try to resolve Incident tickets at Command Center Level level.
Assist in High Severity Incidents: Initiate Critical Bridges and work closely with CIM/MIM
Dedicated Team o Act as a Situation Manager and assist dedicated CIM/ MIM Team (impact analysis, initiate bridge, inform MIM/CIM, inform Service Desk, inform Business, inform oncall person, send out hourly report, send out closer report, find out recurring issue or in the past this issue has been reported, if required run business bridge) etc
RESPONSIBILITIES
Work in rotational shifts to provide 24/7 monitoring support for IT infrastructure.
Monitor in-scope infra, Apps and Cloud Management with various monitoring tools for example
o Monitoring Tool : Moogsoft, Splunk, iTOM, Big Panda, Solarwinds, SCOM, Dynatrace, AppDynamics, Net cool, Tivoli, HP NNM, HP OVO, LogicMonitor, Grafana, Science Logic, Nagios, Nimsoft, Zabbix, ManageEngine, DataDog, Vmware, WhatsUp Gold, New Relic, SiteScope. o ITSM Tool : Service Now. Cherwell, Remedy, HPSC, HPSM, SalesForce, Service Desk Plus etc o Batch Job Scheduler : Control-M, Autosys, Redwood, Dollar Universe (DU), TWS, Tidal, IBM Workload Automation,
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Initiates, coordinates and collaborate with Tools, Technology Team, Service Desk and Vendor
management
Reduces the workload of the technology tracks by performing Instruction based (SOP) Level 1.5
troubleshooting and try to resolve Incident tickets at Command Center Level level.
Assist in High Severity Incidents: Initiate Critical Bridges and work closely with CIM/MIM
Dedicated Team o Act as a Situation Manager and assist dedicated CIM/ MIM Team (impact analysis, initiate bridge, inform MIM/CIM, inform Service Desk, inform Business, inform oncall person, send out hourly report, send out closer report, find out recurring issue or in the past this issue has been reported, if required run business bridge) etc
RESPONSIBILITIES
Work in rotational shifts to provide 24/7 monitoring support for IT infrastructure.
Monitor in-scope infra, Apps and Cloud Management with various monitoring tools for example
o Monitoring Tool : Moogsoft, Splunk, iTOM, Big Panda, Solarwinds, SCOM, Dynatrace, AppDynamics, Net cool, Tivoli, HP NNM, HP OVO, LogicMonitor, Grafana, Science Logic, Nagios, Nimsoft, Zabbix, ManageEngine, DataDog, Vmware, WhatsUp Gold, New Relic, SiteScope. o ITSM Tool : Service Now. Cherwell, Remedy, HPSC, HPSM, SalesForce, Service Desk Plus etc o Batch Job Scheduler : Control-M, Autosys, Redwood, Dollar Universe (DU), TWS, Tidal, IBM Workload Automation,
Analyze, acknowledge & record each & every Alert / Event / Situation in the monitoring tools &
Create incidents as per their impact (Severity)
Escalation & Notification to the relevant teams & stakeholders to ensure SLA compliance &
minimal impact on the business.
Strict adherence to the specified response & resolution timelines mentioned in SLA. (Resolution
includes where level 1.5 troubleshooting is in Teams scope.
Act as a trigger for the critical incident management process by involving the technical & Critical
incident management team.
Coordinate with all the technical teams to assist in providing accurate & timely updates to the
Technical Team and customer counterpart till issue resolution.
Coordinate all faulty hardware replacement, capacity expansion, server
installation/decommissioning & other project management initiatives with the vendors, partners, internal teams.
Train & absorb the level 1.5 troubleshooting and other operational tasks from the various
technical tracks.
Assist the team lead in updating the run book and other technical and process documents for
benefit of the entire team.
Escalate any inconsistencies in the monitoring environment with respect to the monitoring tool
Scheduling or Cloud computing. ( Experience on any of these technologies with atleast L1.5 level of Knowledge)
Excellent Verbal and written communication skills.
Skill Requirements null
Other Requirements
null
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