Associate Systems Engineer null

Essential Day-to-Day Responsibilities Include:

• Perform daily service checks, health evaluation of systems’ performance and capacity as assigned.
• Provide diagnostics, troubleshooting, and quick/efficient resolution on all events/incidents
• Escalated/notified appropriate support staff via established procedures.
• Follow the defined process to escalate Incidents to the second level team.
• Track and coordinate all incidents until resolution and identify probable causes of failures in the Infrastructure.
• Recommend the possible solution/workaround to address the probable causes of failure.
• Customer service: Demonstrate ability to take ownership and manage all support cases via emails/Service Management tools.
• Perform work instructions for all the events before escalating to Level2.
• Timely response to e-mails and requests.
• Attend team meetings, conference calls as necessary.
• Follow the defined Major Incident Management process as appropriate
• Participate and contribute to Problem Management analysis of Major Incidents as needed.
• Strong interpersonal skills & Team Player.
• Able to interact with internal and global teams of all levels.
• Initiate, coordinate, and at times lead recovery call for critical incidents.
• Implement improvements to existing processes/procedures, ensuring performance targets are met.

Required Skills:

• 1+ years of supporting IT infrastructure / Application.
• 1+ years of mandatory NOC experience in a similar environment would be an added advantage.
• 1+ years of Windows, UNIX or Storage administration skills would be an added advantage.
• 1+ years of excellent understanding of the ITIL process with appropriate fundamental accreditation.
• Excellent communication skills, verbal and written (Should be able to communicate to global teams and senior management)
• Adapted to working under pressure and is comfortable multi-tasking in potentially high-pressure situations.
• Basic cloud knowledge would be added advantage.