Job Description
Key Responsibilities:
- Proactively monitors the work queues.
- Performs operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA.
- Updates tickets with resolution tasks performed.
- Identifies, investigates, analyzes issues and errors prior to or when they occur, and log all such incidents in a timely manner.
- Captures all required and relevant information for immediate resolution.
- Provides second level support to all incidents, requests and identifies the root cause of incidents and problems.
- Communicates with other teams and clients for extending support.
- Executes changes with clear identification of risks and mitigation plans to be captured into the change record.
- Follows the shift handover process highlighting any key tickets to be focused on along with a handover of upcoming critical tasks to be carried out in the next shift.
- Escalates all tickets to seek the right focus from CoE and other teams, if needed continue the escalations to management.
- Works with automation teams for effort optimization and automating routine tasks.
- Coaches Service Desk and L1 teams for technical and behavioural skills.
- Establishes monitoring for client infrastructure.
- Identifies problems and errors before they impact a client’s service.
- Leads and manages all initial client escalation for operational issues.
- Contributes to the change management process by logging all change requests with complete details for standard and non-standard including patching and any other changes to Configuration Items.
- Ensures all changes are carried out with proper change approvals.
- Plans and executes approved maintenance activities.
- Audits and analyses incident and request tickets for quality and recommends improvements with updates to knowledge articles.
- Produces trend analysis reports for identifying tasks for automation, leading to a reduction in tickets and optimization of effort.
- May also contribute to / support on project work as and when required.
- May work on implementing and delivering Disaster Recovery functions and tests.
- Performs any other related task as required.
Academic Qualifications and Certifications:
- Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience).
- CCNP or equivalent certification.
- Certifications relevant to the services provided (certifications carry additional weightage on a candidate’s qualification for the role).
Required Experience:
- Looking for 5yrs - 8yrs experience in networking.
- Minimum 2yrs - 3yrs in SDN ACI.
- Moderate level knowledge in ticketing tools preferably Service Now