Ø Good understanding and knowledge of monitoring tools (Manage Engine Ops Manager, SolarWinds) including Application performance monitoring

Ø Fair understanding of ITSM tool (Manage Engine, Ivanti)

Ø Provide timely response to all incidents, Requests, outages and performance alerts. Categorize issues for escalation to appropriate technical teams

Ø Reports preparation based on the customer requirement.

Ø Capability to apply first level (L1) of checks before escalating to the next level.

Ø Recognize, identify and prioritize incidents in accordance with customer business requirements, organizational policies and operational impact

Ø 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

Ø Monitoring of Infra and Applications server backup and inform in case of any failures.

Ø OS and Patch Management knowledge & understanding

Ø 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

Ø Document all actions in accordance with standard company policies and procedures

Ø Notify customer and third-party service providers of issues, outages and remediation status

Ø Work with internal and external technical and service teams to create and/or update knowledge base articles

Ø Perform basic systems testing and operational tasks (installation of patches, network connectivity testing, script execution, etc.)

Ø Support multiple technical teams in 24 x 7 NOC operational environments with high uptime requirements. Comfortable working day/night shifts

 PREFERRED QUALIFICATIONS

Ø Basic Microsoft and/or Cisco certifications (CCNA, MCITP, etc.)

Ø Knowledge of virtualized infra monitoring in high-availability environments

Ø Broad experience using a variety of monitoring and ticket management tools

Ø Experience providing remote support using virtual desktop tools

Ø 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.

Ø Understanding of key network monitoring protocols including SNMP, NetFlow, WMI, syslog, etc.

Ø Knowledge of Microsoft server OS and Network Devices

Ø Excellent written, verbal and interpersonal skills

Ø Strong customer communication skills, with the ability to communicate clearly with customers and technical personnel.