- Monitor and acknowledge alerts or incidents within specified SLA parameters.
- Conduct health checks and oversee performance of infrastructure components and applications.
- Coordinate with third-party vendors as needed to resolve issues related to supplier services.
- Initiate technical bridge during declaration of Major Incidents.
- Contact Incident commander/supervisor/on-call manager when required.
- Collaborate with other technical teams to address supplier service issues.
- Verify issue resolution with end users and keep stakeholders informed via technical bridge.
- Maintain real-time updates on incidents based on discovery or end user feedback.
- Engage technical manager and teams for updates during major incidents via bridge call and update playbook accordingly.
- Monitor Incident volume, resolution progress, pending Incidents, complaints, and escalations.
- Ensure active management of P1/P2 incidents involving vendors for prompt resolution.
- Coordinate outage notifications during major outages and follow up for status updates regularly.
- Review management reports periodically to identify areas for improvement.
- Generate reports on ITSM tool regarding weekly incident trends and share with relevant stakeholders.
- Proactively manage problems.
- Validate accuracy of incident/service requests submitted by Service Desk regarding categorization, prioritization, and configuration item accuracy.
- Available for shift work, hand-over to global teams, and on-call support during off-business hours.
Skills required:
- Fundamental comprehension of IT infrastructure landscape.
- Basic familiarity with operating systems.
- Exposure to ITIL (Information Technology Infrastructure Library).
- Basic understanding of databases.
- Understanding of scripting languages like Python, Bash, or PowerShell for automation tasks.
- Knowledge of IT service management tools for incident tracking and reporting
- Ability to interpret technical documentation and manuals
- Basic knowledge of IT security best practices and principle
- Familiarity with basic IT protocols and standards (e.g., HTTP, FTP, SSL/TLS).
- Ability to navigate and use common operating system utilities and commands (e.g., command line interface).
Role: Other
Industry Type: IT Services & Consulting
Department: Other
Employment Type: Full Time, Permanent
Role Category: Other
Education
UG: B.Tech/B.E. in Any Specialization
