8 - 12 years in relevant technology
Monitoring the incident Queue
Creation of incident / service request
Accepting Incident with in SLA resolve
Updating Incidents / service request as per SLA
Closure of Incidents / service request within SLA
Elevate Incidents to next level with warm handover process within SLA
Installing monitoring and Ticketing tools
Start and stop service based on Incident / Service request
User administration Requests Creation, modification, Password reset, etc. as per SOPs.
Checking the logs for basic troubleshooting
Troubleshooting by following SOPs
Troubleshooting Monitoring issues With SOP Documents
Creation and updation of Change and Problem tickets
Start and stop a service based on Incident / Service request
Clearing cache / temporary files
Troubleshooting Disk Management by following SOPs
Event Log Management (Archive / Clear Event Logs / Configure Event Forwarding / Manage Event subscriptions)
Checking the event logs for basic troubleshooting
Performing Daily Health checks
Execute routine activities as per SOPs.
Must be willing to work in 24X7 shifts.
Should have basic knowledge of routine security patching.
Must be able to troubleshoot Incidents and service requests with the help of SOPs.
Knowledge of Ticketing Tools and how it functions
Knowledge of monitoring tools and how it functions
Knowledge of Remote Admin Tools
Good understanding of windows concepts.
Good understanding of Active Directory and Forest concepts.
Willingness to develop strong competencies in Active Directory and windows support.
Good understanding of ITSM/ITIL processes.
Excellent communication and interpersonal skill are mandatory.
Ability to simultaneously manage multiple queues for multiple technology teams,
Must be a Service and Customer orientated team player.
Flexible, self-motivated with the ability to work under pressure in an International and culturally diverse organization.
Must possess the ability to prioritize and perform multiple tasks.
Good motivational skills plus verbal and written communication skills, strong command of English Language.
Fluency in local languages advantageous.