Responsibilities:
Onsite Engineering Support:
- Provide Level 1 troubleshooting for Network, UNIX, Wintel, Storage, and Cloud environments, maintaining system performance and addressing alerts. .
- Incident Handling: Respond to Severity 1 incidents, escalating to Level 2 support as needed, and document all actions taken.
- Proactive Issue Escalation: Escalate issues detected through health monitoring to stakeholders promptly to ensure timely intervention. .
- Vendor Escort Duties: Facilitate vendor access for maintenance and hardware replacements, ensuring adherence to security policies. .
- Documentation and Reporting: Log all critical events, incidents, and actions in the incident management system, maintaining up-to-date records and timelines.
Monitoring System Health:
- Conduct daily reviews of CPU, memory, disk usage, and network activity identify anomalies and initiate troubleshooting.
- Backup Job Monitoring: Verify daily backup completions, re-run failed backups, and ensure data integrity.
- Incident Ticket Management: Acknowledge, categorize, and log incidents and service requests, tracking them through closure.
- 3rd Party Support Collaboration: Open and monitor support tickets with vendors for external troubleshooting, following up until resolution.
Monthly responsibilities:
- Review and optimize system monitoring and backup processes. . Contribute to monthly service and incident metrics reports. .
- Participate in stakeholder meetings to discuss escalations and ongoing issues.
This position is onsite and requires 24 x 7 coverage on rooster basis. Of course shift allowance and benefits will be there.
