Good understanding and knowledge of monitoring tools (Manage Engine Ops Manager, SolarWinds) including Application performance monitoring
Fair 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 teams
Reports 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 impact
Review performance reports for various systems, and report trends in hardware and application performance to assist senior technical personnel to predict future issues or outages
Monitoring of Infra and Applications server backup and inform in case of any failures.
OS and Patch Management knowledge & understanding
Monitor 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 applications
Document all actions in accordance with standard company policies and procedures
Notify customer and third-party service providers of issues, outages and remediation status
Work with internal and external technical and service teams to create and/or update knowledge base articles
Perform 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 shifts
PREFERRED QUALIFICATIONS
Basic Microsoft and/or Cisco certifications (CCNA, MCITP, etc.)
Knowledge of virtualized infra monitoring in high-availability environments
Broad experience using a variety of monitoring and ticket management tools
Experience providing remote support using virtual desktop tools
A 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 Devices
Excellent written, verbal and interpersonal skills
Strong customer communication skills, with the ability to communicate clearly with customers and technical personnel.