Monitoring and Support Engineer

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Monitoring and Support Engineer

Gurgaon(Preferred), Bangalore
Posted on 18 Feb 2022

Experience:

  • up to 6 yrs Exp

Responsibilities:

  • Continuous automated monitoring of the solution, services and applications to ensure availability and uptime as per the defined KPIs
  • Manage any actionable alarms / issues / customer reported problems by performing initial Investigation and troubleshooting following the process and SLA
  • Gather the customer’s information to determine the customer’s issue by analyzing the symptoms and figuring out the underlying problem
  • Identify if the issue lies with the 3rd Party Applications or our solution
  • Work with other teams in the company to resolve technical problems
  • Build and continuously enhance Operational run books / SOPs for the operation
  • Producing system documentation for the customer and support team
  • Updating the call tracking system, providing status updates and action plans, providing customer resolution reports for issues
  • Manage case lifecycle, case escalations internally and externally
  • Work with internal teams and Customers and provide or get in a timely manner all information required to close the case expeditiously
  • Preventive maintenance activities for upkeep of the solution

General Skills Required:

  • Good command on English Language communication (Verbal and Written)
  • Past experience of handling Global customers specifically North America and Europe based
  • Experience of working with customers in deployment and support environment
  • Ability to monitor and manage application and services
  • Flexibility to work in 24×7 environment

Technical Skills Required:

  • Good and intermediate knowledge and hands-on skills on Operating systems such as LINUX and others
  • Good knowledge on Problem solving and incident management process along with ITIL knowledge.
  • Good understanding of any IT Service Management tool to log, monitor, and document the incidents/tickets.
  • Basic networking concepts and understanding of different OSI layers.
  • Experience of installing, upgrading, configuring and supporting application software, Linux etc
  • Knowledge on IP networks, Wi-Fi, LTE connectivity and VSAT solutions