Solutions
operations center is a 24x7 shared services team with L1.5 support - Resources
should have L1 and L2 support experience in Application support operations,
should be willing to work in shifts.
This team will be the first point of
contact on all tickets from the clients and should be working based on a
standard operating procedure / runbooks.
Should also have
prior experience with working on ticketing tool such as ServiceNow , IBM
Control Desk , Remedy etc.., handling incident management process, should have
used monitoring tools like NewRelic , Runscope, Net cool OmniBus etc.
Understand high
level application architecture and the ability to do initial analysis on
incidents. Understand vb scripts and basic sql queries knowledge will be an added
advantage.
Desired Competencies/Experience:
Key Skills:
Experience in monitoring of applications, network or cloud infrastructure.
Understanding of
application performance concepts, cloud solutions (in particular AWS, IBM Cloud
and Microsoft azure), Linux and Windows operating systems.
Strong
communication skills and experience working in Service Desk environment,
supporting global clients.
Good spoken and
written English.
Knowledge of
monitoring solutions e.g. Application Performance Management (APM) tools,
Grafana, Nagios, ELK Stack, Runscope, Newrelic ,Netcool OmniBus etc.
Knowledge of
ITIL concepts (ITIL foundation certificate would be preferred.)
Experience in
monitoring of high-availability environments.
Experience with
working on Ticketing tools like ServiceNow, Remedy and IBM Control Desk.
Good to have
(Not Mandatory): ITIL foundation Certification, Windows & Linux
Certification
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