Should have experience of 6 months in Pro-support.
Worked on troubleshooting problems and advise on the appropriate action. Alert Monitoring, Reporting and Escalations
Incident Management Process First Line Support (Logging, Triaging, prioritization, tracking, and routing incidents reported by users) – this is primarily a service desk kind of environment in which tickets are logged through any of the channels like phone, web, email, text etc. Responsible for customer interactions and Respond SLA.
ROLES AND RESPONSIBILITIES
What the Role needs to Achieve
- Thoroughly read & understand incident/change/service tickets. Accordingly act or perform basic level troubleshooting/tasks on them.
- Maintain change log on incident/change/service tickets.
- Performance tuning of OS, Application and Databases at basic level.
- Moderate hands-on overall troubleshooting experience on different Windows Server Versions/Editions.
- Perform pre-checks required for any DR Drill and share inputs in plan of action to L2/L3 administrators.
- Assist in Server security hardening, system compliance and VA closure under guidance of L2/L3 administrators.
- Manage and maintain required logs and reporting services on servers.
- Work on escalated cases/tasks by Pro Support Level one admins & other teams. Close/fix issues in timely manner.
- Install/configure/troubleshoot on OS, Mail servers, DNS, Apache, etc.
- Troubleshoot any basic connectivity, networking & firewall issues on internal/external client infra.
- Mount/Increase/decrease disk space within OS on published disk i.e., CIFS, ISCSI, NFS, FC, FCOE etc. and/or at OS level as per requirement.
- Installation only of third-party Software on Linux Servers as per requirements, RFP and contracts e.g., Antivirus/DLP/Syslog etc.
ESSENTIAL KNOWLEDGE AND SKILLS REQUIRED
- Should perform basic problem solving and assistance on various software applications and OS as per scope of work.
- Should be able to perform routine technical assistance and maintenance duties weekly and daily.
- Assists with the installation, configuration, and maintenance of VM.
- Should be able to perform miscellaneous job-related duties as assigned.
- Should be able to escalate the incidents to L2 if not resolvable at L1 level.
- Intermediate hands-on experience on RHEL, CentOS , Ubuntu and SUSE Operating systems.
- Exposure on Virtualization and Cloud platforms.
- Understanding of High Availability and Redundancies for different components.
- Understanding the DR/BCP for different environment.
- Exposure on DR Drills.
- Understanding of patching through Patch Management process for centralized patch management/automation of tasks.
- Understanding of Mail servers, DNS, Apache, Tomcat services etc.
- Exposure on fixing the identified vulnerabilities identified in VAPT.
- Understanding of performance tuning of OS, Application and Databases.
- Hands-on experience in infrastructure, performance monitoring and management tools escalate issues to relevant stakeholders.
- Should have experience in server patching & antivirus troubleshooting.
- Have a strong understanding of incident SLA management & ITIL concepts.
- Process driven, operationally focused.
- Professional and positive, with outstanding customer-facing practices.
- Analytical and diligent, with great attention to detail.
- Resilient: ability to cope successfully under pressure and with shifting priorities.
- Effective collaborator and communicator at all levels.
- Self-motivated and self-sufficient enthusiastic team player, able to work on own initiative.
- Assertive, adaptable, collaborative, and creative.
EDUCATIONAL QUALIFICATIONS
- B.E./ B. Tech in Computer/Electronic/IT or M.C.A or higher from a recognized university.