POSITION TITLE: ITISC FET Europe IT Major Incident Engineer
REPORTING TO: ITISC FET Europe IT Monitoring Manager
WORKING LOCATION: Bangalore, India
OBJECTIVE:
• The main objective of this position is to deliver high quality infrastructure support under Incident Management 24X7 & monitoring of all the infrastructure components.
REQUIRED EXPERIENCE AND SKILLS:
Experience:
- Strong organizational skills;
- Strong understanding of Incident Management & Problem management process
- Good in handling escalations, Major incident calls
- Understanding on the Change Management, CAB, Emergency CAB etc.
- Should be able to drive P1,P2 bridge calls end to end
- Expert in PIR / RCA calls and documentation
- Ability to listen, gather and understand information about people and situations, quickly;
- Excellent attention to detail and quality;
- At ease with distant & international communications through a wide array of technologies (ticketing tool, documents and forums, phone, chat, e-mail).
- Certification ITIL Foundation V3 highly appreciated, but not mandatory.
- English (fluent) required;
- Expertise in Microsoft Office: Outlook, Word, Excel, PowerPoint;
- Basic experience required as Windows administrator monitoring and managing business critical applications
- Background as IT System administrator (Windows operating systems, VMware and NetApp) beneficial.
- Basic understanding and experience in IIS, ASP.NET, along with any other type of application monitoring and troubleshooting knowledge.
- Effectively collaborate with Server, Network, Database, Application support teams during Incident troubleshooting and Incident bridges.
- Must have the technical aptitude to learn, apply and solve technological solutions and/or challenges;
- Prior experience in monitoring and managing events coming from the SQL and other Database servers.
Technology skills:
Mandatory
- Good Oral, Written Communication skills
- Documentation skills
- Basic Networking skills – routers, firewalls, switches, LAN, WAN monitoring.
- Intermediate Server monitoring and troubleshooting. Windows, Linux platforms.
- Intermediate understanding on Application monitoring and troubleshooting.
- Optional Certifications or trainings in Windows Server platform (MCP).
- Experience using monitoring tools like SolarWinds Orion, HP OpenView, Business availability center or similar.
- Basic knowledge of Windows server 2012/2016/2019 administration and troubleshooting.
- Azure Infrastructure fundamentals
-
Optional
- Basic understanding in Data Base monitoring and administration. MS SQL Server up to 2019.
- Basic understanding on Virtualization technologies.
- Knowledge on Scripting & Automation
- Knowledge on Cloud Technologies
Personal Skills:
- Team Player
- Smart worker
- Quick learner
- Willingness to work in 24x7 shifts.
Qualification: Bachelor's degree or comparable education
Experience – upto 8 years into IT infra support
PREFERED CANDIDATES:
- The successful candidate will have a self-motivated, get-it-done attitude; the ability to think critically; enjoy working with teams spread globally and across cultures; a desire to learn in new areas; and the discipline to pay attention to deadlines, details and quality.
- Good communication and interpersonal skills to interact with team in Europe
- BE Computer Science/MCA or any other Bachelor’s degree with the right experience
- Will be an added advantage if worked on Laboratory related applications
