Good understanding and knowledge of monitoring tools (Manage Engine Ops Manager, SolarWinds) including Application performance monitoringFair understanding of ITSM tool (Manage Engine, Ivanti)Provide timely response to all incidents, Requests, outages and performance alerts. Categorize issues for escalation to appropriate technical teamsReports preparation based on the customer requirement.Capability to apply first level (L1) of checks before escalating to the next level.Recognize, identify and prioritize incidents in accordance with customer business requirements, organizational policies and operational impactReview performance reports for various systems, and report trends in hardware and application performance to assist senior technical personnel to predict future issues or outagesMonitoring of Infra and Applications server backup and inform in case of any failures.OS and Patch Management knowledge & understandingMonitor a wide variety of information and network systems that include, but are not limited to telecommunications circuits, LAN/WAN systems, routers, switches, wi-fi, firewalls, VoIP systems, DC Temperature, servers, storage, backup, operating systems and core applicationsDocument all actions in accordance with standard company policies and proceduresNotify customer and third-party service providers of issues, outages and remediation statusWork with internal and external technical and service teams to create and/or update knowledge base articlesPerform basic systems testing and operational tasks (installation of patches, network connectivity testing, script execution, etc.)Support multiple technical teams in 24 x 7 NOC operational environments with high uptime requirements. Comfortable working day/night shiftsPREFERRED QUALIFICATIONSBasic Microsoft and/or Cisco certifications (CCNA, MCITP, etc.)Knowledge of virtualized infra monitoring in high-availability environmentsBroad experience using a variety of monitoring and ticket management toolsExperience providing remote support using virtual desktop toolsA minimum of three years of experience supporting and monitoring network systems, servers or storage in an enterprise environment. Previous NOC experience is strongly preferred.Understanding of key network monitoring protocols including SNMP, NetFlow, WMI, syslog, etc.Knowledge of Microsoft server OS and Network DevicesExcellent written, verbal and interpersonal skillsStrong customer communication skills, with the ability to communicate clearly with customers and technical personnel.

Expertia AI Technologies