Incident Manager

Netmagic Solutions Pvt LTD
  • Mumbai
  • Confidential
  • 6-10 years
  • Views
  • 01 Sep 2016

  • IT/ Information Technology

  • IT/ Technology - Software/ Services
Job Description

Primary Responsibility:

Ensuring high quality, consistent technical Customer Support ensuring that these Support Services meet (or exceed) their internally and externally prescribed Service Level Agreements (SLAs)Implement and maintain “Best Practice” (ITIL) technology and processes to ensure high customer satisfaction and good technical outcomes
Hands-on experience in performing 2nd level remote fault analysis and troubleshooting
Function as single points of contact for infrastructure needs of data center managed services
Experience in handling Complex issues and Excellent Product Knowledge
Carry out the troubleshooting on Linux OS/Windows/Network and applications
Ensure monitoring infrastructure 24 X 7 Hands on experience on monitoring and Infrastructure management tools
Coordinate with different teams geographically
Management of employees in the customer service team, publishing rosters, KPI measurement
Actively be part of resolution process for any fault / performance issues
Responsible for executing SOP related activities
Ensuring that the processes and procedures involving all company services are kept up to date, and are being followed appropriately
Work with the relevant stakeholders and the team to carefully plan, design and deploy with continual improvements to service qualityCo-coordinating for driving the uptime of the various client projects being managed
Raise and also technically update the tickets in ticketing system for all the issues handled / worked upon
Apply patches to the OS / applications or upgrade the applications as and when required, as per the approval from the respective Customer Team
Experience in vendor management
Keep track of capacity and security aspects and analyze it in light of the business requirements of customers and proactively ensures scalability and optimal use of existing infrastructure
Strong knowledge of Internet Protocol Suite and layers
Advanced experience with DNS, LDAP, NTP, SMTP, SNMP, SSH Knowledge in storage technologies and RAID Knowledge in performance tuning and capacity planning
System management through scripting, automation and policies
Support and plan system backups and data recovery strategies

Basic network knowledge and fundamentals On-call rotation for after hours support and scheduled maintenances
Prior supervisory experience is a must

Project coordination experience required

Able to adapt to quick requirements change and produce fast solutions

Excellent written and verbal communication skills are a must

Ability to adhere to policies & procedures


Secondary Responsibility:

Knowledge on monitoring & ticketing tools MIS reporting

Conflict Management

Analytical skills

Problem Solving ability


Mandatory Technical Skills:

For Windows TL
Windows Administration preferably Windows 2K3, 2K8, 2K12

Knowledge of SQL 2K8, 2K12 installation, database creation, backup

Hands on experience on AD, Exchange, DNS, IIS, Antivirus

Must be ITIL &MCSE certified For Network TL
Must have experience on CISCO devices

Must have experience on LAN & WAN

Knowledge on Checkpoint Firewall

Must be ITIL &CCNA certified
For Linux TL
Profiles having Linux experience in IT industry

Hands-on experience in performing 3rd level remote fault analysis and troubleshooting

Must be ITIL &RHCE certified


Desired Technical Skills:

Excellent communication skills both written and verbal

Self-driven and motivated to achieve success

Team Player

Assertive in communication


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About Organisation

Netmagic Solutions Pvt LTD