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Job Location | Pune |
Education | Not Mentioned |
Salary | Not Disclosed |
Industry | BPO / Call Center |
Functional Area | General / Other Software |
EmploymentType | Full-time |
This position is responsible for handling incident- based escalations from the automated and human submission sources. This person will work closely with peers from the SRC, engineering teams, and RD teams to provide support and guidance during incident management. They will play an integral role to providing technical support, coordination, and assistance through all portions of an incident including but not limited direct resolution, coordinating escalation assistance, and reporting outtracking post event remediation items. Principal Duties and Responsibilities: Resolution of Incidents escalated from Support teams and Identified through events and alerts. Responsible for all server and network related support issues, ensuring support issues are resolved within the SLA and to the satisfaction of the customer. Administration of Event Management rules in Nagios, SCOM, and other monitoring tools. Monitor alerts mailbox and Event Management systems for Events and follow KB articles for resolution actions, performing functional escalations to on- call resources as needed. Monitor Application dashboards for indications of Incidents. Execute routine checklists to validate system functionality and batch process completion (backups, scheduled tasks, etc.) Invoke Incident Management process for Incidents that cannot be resolved within this team (Open the conference Bridge if needed). System patching and standard changes. Document and communicate system status per process definitions. Perform tasks related to securing and keeping the products, tools, and processes that you are responsible for secure. Knowledge, Skills and Qualifications: Education : Bachelors degree in Computer Science, Engineering, or equivalent demonstrated IT work experience with an emphasis towards production support of high capacity mission critical systems. Minimum Years of Work Experience: 6+ years Required Skills: Strong troubleshooting skills in Linux Windows VMware(Virtualization) Cloud Infrastructure (2 out of 4 skills is a MUST with minimum experience of 4 years in the respective technology and overall 6 years of experience in IT industry; Environment with minimum of 1000+ servers is preferable). Experience in handling production outage scenarios within specified SLAs. Patching - OS (LinuxWindowsESXi - experience on 2 out of 3 technologies is preferable), Exposure to Server Firmware Drivers updates is preferable. Monitoring Tools - Configuration experience of monitoring tools is MUST. (Nagios, CheckMK, Zenoss, NewRelic tools preferable). Ticketing Tools - Incident Problem handling. (Experience with JIRA, Remedy Salesforce is preferable). Excellent communication and interpersonal skills. Preferred Skills: Networking Skills - TCPIP, Dynamic static Routing, Switching, Load Balancer (F5) Technologies - MySQL server, AD, DNS, DHCP, RAID, SALT, SumoLogic, Docker Scripting - Bashshell, Jenkins, Puppet, Orchestration LAMP Model - Linux, Apache, MySQL, PHPPerlPython Keyskills :
music makingstatic routing ticketing toolsevent management computer sciencemonitoring tools mission criticaltechnical support