Description

Job Description

• Primary monitoring and escalation point for identification, troubleshooting and resolution of events affecting customer production environments.
• Monitoring and escalation of critical application as per the SOW.
• Generate and publish Application performance report
• Provide notification to customers and the service teams for Severity 1 events.
• Ownership of Severity Level 1 communications bridge handling the entire life cycle of the ticket to resolution.
• Central point of contact for technical support teams including status updates for on-going incidents/events.
• Must have aptitude and attitude to learn / work on new technologies.
• Should be willing to work in shifts 24x7.
• Create, update and document system processes and tasks as required.
• Work closely with network engineers, systems administrators and software engineers regarding technology and hardware upgrades.
• Work Closely with Wireless technology groups
• Cisco IOS and APIC
• Juniper JUNOS
• Palo Alto firewalls
• Wireless technology ( Cisco , Aruba , Juniper Mist , Meraki)
• SDN Technology ( SDWAN , NSX or Similar)
• Layer 2 and 3 network concepts
• Routing protocols, OSPF and BGP
• Troubleshooting connectivity issues
• WAN networking concepts
• Network documentation
• IT Service Management applications
• Monitoring Tools & automation concepts

Basic Requirements

• 4+ Years supporting event monitoring is preferred.
• Hands-on experience with the following:
• Alert monitoring tool experience required. HP Open View Operations –SolarWinds preferred, but, Site Scope and other monitoring tools knowledge will be considered.
• Incident Management and handling
• ITSM Tool (ServiceNow) exposure
• Telecommunication Equipment Knowledge (Radio, Wireless Networks, 
• IT communication Tower Hardware.
• Application monitoring experience, SAP Monitoring preferred. ( Tools – SolMan, CA Wily)

Key Skills

Education

Any Graduate