SeniorAdministrator - Monitoring Tools, Event Monitoring

24x7 Event/Alert/Incident Monitoring support for in-scope infra, Apps and Cloud Management 24x7 Event/Alert/Incident Monitoring support for in-scope infra, Apps and Cloud Management Assist the Team in : Capturing Alerts or Situation, then raise incident tickets. Perform SOP based support and escalate to respective Technology Teams Creation of SOP's and knowledgebase Handle escalations and assist in creation of RCAs Proactive monitoring and tracking of tickets Performs Gap Analysis Provide environmental support and handle escalations Perform end to end Incident Management for event-based incidents Monitor Batch Job (Job Scheduling) Alerts and Handle Batch Job Requests (execute Job schedules) Provide phone support 24x7x365 Initiates, coordinates and collaborate with Tools, Technology Team, Service Desk and Vendor management Reduces the workload of the technology tracks by performing Instruction based (SOP) Level 1.5 troubleshooting and try to resolve Incident tickets at Command Center Level. Assist in High Severity Incidents: Initiate Critical Bridges and work closely with CIM/MIM Dedicated Team o Act as a Situation Manager and assist dedicated CIM/ MIM Team (impact analysis, initiate bridge, inform MIM/CIM, inform Service Desk, inform Business, inform oncall person, send out hourly report, send out closer report, find out recurring issue or in the past this issue has been reported, if required run business bridge) etc o notify respective support groups Handling high priority tickets, Critical incident Management (CIM/MIM) Generate operations report, Work in rotational shifts to provide 24/7 monitoring support for IT infrastructure. Act as a first point of escalation/consultation for the team on all technical, procedural and processes related queries. Manages the team during respective shift. Monitor in-scope infra, Apps and Cloud Management with various monitoring tools for example o Monitoring Tool : Moogsoft, Splunk, iTOM, Big Panda, Solarwinds, SCOM, Dynatrace, AppDynamics, Net cool, Tivoli, HP NNM, HP OVO, LogicMonitor, Grafana, Science Logic, Nagios, Nimsoft, Zabbix, ManageEngine, DataDog, Vmware, WhatsUp Gold, New Relic, SiteScope o ITSM Tool : Service Now. Cherwell, Remedy, HPSC, HPSM, SalesForce, Service Desk Plus etc o Batch Job Scheduler : Control-M, Autosys, Redwood, Dollar Universe (DU), TWS, Tidal, IBM Workload Automation, Update, maintain Runbook, Other Technical documents, SOPs and all respective documents Ensure proper shift handover to the next shift. Escalation & Notification to the relevant teams & stakeholders to ensure SLA compliance & minimal impact on the business. o Strict adherence to response, resolution timelines mentioned in SLA o Resolution includes where level 1.5 troubleshooting is in Teams scope. Discuss operational challenges and constraints in team meetings and with the management to ensure timely resolution. Act as a trigger for the critical incident management process by involving the technical & incident management team. o Collaborate with respective stakeholders and provide accurate & timely updates Train & absorb the level 1.5 troubleshooting and other operational tasks from the various technical tracks. Escalate any inconsistencies in the monitoring environment with respect to the monitoring tool configuration, alert thresholds, alert message enrichment & false alerts on time Assist Track Lead to resolve operational challenges and constraints if any within team or in project. Make sure Team does: Analyze, acknowledge & record each & every Alert / Event / Situation in the monitoring tools & Create incidents as per their impact (Severity) Coordinate all faulty hardware replacement, capacity expansion, server installation/decommissioning & other project management initiatives with the vendors, partners, internal teams. Make sure Team performs : Handover any incomplete tasks, open alerts, incidents and outages reports to the next shift. Coordinate with Hands and feet support team for Faulty Hardware replacement. Escalate the Environment Monitoring Alerts to H&F team and co-ordinate for resolution

3-4 Years of University education post High school (B.Sc. or BCA or Diploma) 1-2 Years of diploma in Information Technology. 3-4 Years of working experience in Information Technology with respect to Alert Monitoring / Management experience Preferred Certification in ITIL/MSCE/MSCA/CCNA or RHCE. Preferably ITIL certified or Should be aware of ITIL’s Event, Incident, Problem and Change management module. Basic understanding of L1.5 support (SOP based or Instruction based) Should have worked in high pressure work environments and ability to multitask. Sound knowledge or Experience on Windows/Unix Servers, AD, Network Devices, Database, Storage & Backup, Job Scheduling or Cloud computing. Excellent Verbal and written communication skills. Hands-on experience with the following: Monitor in-scope infra, Apps and Cloud Management with various monitoring tools for example o Monitoring Tool : Moogsoft, Splunk, iTOM, Big Panda, Solarwinds, SCOM, Dynatrace, AppDynamics, Net cool, Tivoli, HP NNM, HP OVO, LogicMonitor, Grafana, Science Logic, Nagios, Nimsoft, Zabbix, ManageEngine, DataDog, Vmware, WhatsUp Gold, New Relic, SiteScope o ITSM Tool : Service Now. Cherwell, Remedy, HPSC, HPSM, SalesForce, Service Desk Plus etc o Batch Job Scheduler : Control-M, Autosys, Redwood, Dollar Universe (DU), TWS, Tidal, IBM Workload Automation, o Incident, Problem, Change lifecycle process o Event to Incident management lifecycle o Start/stop backup jobs. o Backup monitoring tools like Networker / legato/ VERITAS Net backup * Experience in : Start, restart, check error, Tape management o Generating Reports through Dashboard, Service Now Remedy etc

Must Have Skill

Computer Network Operations,Contact Center Operations,Event Monitoring,Monitoring Tool - Others,IT Support Monitoring,Job/Batch Scheduling, 3-4 Years of University education post High school (B.Sc. or BCA or Diploma)\\r\\n 1-2 Years of diploma in Information Technology. \\r\\n 3-4 Years of working experience in Information Technology with respect to Alert Monitoring / Management experience\\r\\n Preferred Certification in ITIL/MSCE/MSCA/CCNA or RHCE. \\r\\n Preferably ITIL certified or Should be aware of ITIL’s Event, Incident, Problem and Change management module.\\r\\n Basic understanding of L1.5 support (SOP based or Instruction based)\\r\\n Should have worked in high pressure work environments and ability to multitask.\\r\\n Sound knowledge or Experience on Windows/Unix Servers, AD, Network Devices, Database, Storage & Backup, Job Scheduling or Cloud computing. \\r\\n Excellent Verbal and written communication skills. \\r\\n Hands-on experience with the following: \\r\\n Monitor in-scope infra, Apps and Cloud Management with various monitoring tools for example\\r\\no Monitoring Tool : Moogsoft, Splunk, iTOM, Big Panda, Solarwinds, SCOM, Dynatrace, AppDynamics, Net cool, Tivoli, HP NNM, HP OVO, LogicMonitor, Grafana, Science Logic, Nagios, Nimsoft, Zabbix, ManageEngine, DataDog, Vmware, WhatsUp Gold, New Relic, SiteScope\\r\\no ITSM Tool : Service Now. Cherwell, Remedy, HPSC, HPSM, SalesForce, Service Desk Plus etc\\r\\no Batch Job Scheduler : Control-M, Autosys, Redwood, Dollar Universe (DU), TWS, Tidal, IBM Workload Automation, \\r\\no Incident, Problem, Change lifecycle process\\r\\no Event to Incident management lifecycle\\r\\no Start/stop backup jobs. \\r\\no Backup monitoring tools like Networker / legato/ VERITAS Net backup\\r\\n* Experience in : Start, restart, check error, Tape management\\r\\no Generating Reports through Dashboard, Service Now Remedy etc\\r\\n