The Senior Engineer will monitor incident tickets, perform troubleshooting across various systems, manage incidents, document responses, and enhance service stability. They will engage in problem-solving, maintain standard operating procedures, and prepare reports to optimize service delivery.
Job Description:
POSITION RESPONSIBILITES
- Monitor the ServiceNow ticket queue and event monitoring tools (Zenoss) for incoming incidents & requests
- Perform initial investigation and/or troubleshooting of systems (windows/ Linux/ AWS) and network issues to resolve issue basis SOPs available
- Process all support incidents and Task requests within SLA by following procedural requirements
- Escalate to secondary support teams in timely manner, where necessary, to ensure timely resolution
- Thoroughly document steps taken to resolve or escalate incidents within ServiceNow tickets
- Participate in Bridge calls to help resolve system outages and restore service to users and Guardian partners
- Identify and address repeating alert trends or non-actionable alerts to streamline and optimize services
- Suggest defects and product/infrastructure enhancements to improve stability and automation
- Perform Incident management based on ITIL principles
- Participate in periodic skills enhancement sessions and training courses
- Prepare and deliver standard scheduled reports to support service trending and optimization
- Develop, document and update standard operating procedures and knowledgebase articles.
REPORTING RELATIONSHIPS
This position reports to the EOC Manager.
CANDIDATE QUALIFICATIONS
Functional Skills
- EOC team needs to perform on 4 Technologies primarily, and candidate needs to one expertise in 1 of these and working knowledge in others: The technologies are:
- Windows Server Administration
- Linux and Unix Server Administration
- Network Administration and Telecom services
- AWS DevOps
- Working knowledge of the following industry standard technologies is required for this role, including:
- Server Hardware (Cisco UCS, IBM P-Series)
- Cloud Technologies (Amazon Web Services (AWS) Core Services, Terraform, Security Groups, Jenkins)
- Citrix
- Microsoft Active Directory
- Networking (TCP/IP, QIP (DNS), Wireless, F5, Riverbed)
- Security (Anti-virus (Trend Micro, Symantec), SSL Certificate Management)
- Strong experience working with ticketing tools such as ServiceNow, Zenoss or any other monitoring tool, Cloud monitoring tools (CloudWatch, CloudTrail), AppDynamics (or similar APM tool)
- Strong problem-solving and troubleshooting skills
- Keen analytical and structured approach to problem solving
- Ability to follow instructions and Standard Operating Procedures (SOPs)
- Excellent written and spoken English language skills with an ability to speak loudly and clearly
- Outstanding customer service skills and dedication to customer satisfaction
- Excellent documentation skills
- Proven ability to work independently
- Ability to work well in a team environment
- Ability to accommodate flexible work schedules
- Ability to triage outage bridge calls and drive calls to closure.
- Comfortable with “crisis” situations that require critical thinking, problem definition and diagnosis skills
- Ability to speak confidently with Developers, Engineers and Management
Leadership Behaviors
- Take ownership & accountability for actions and results
- Takes action to resolve customer problems promptly & to ensure customer satisfaction
- Demonstrates high standards of professionalism, integrity & customer service
POSITION QUALIFICATIONS
- Total of 4 years+ experience including a minimum of 2 years of experience in a 24x7 Network Operations Center & Service Management role
- Strong Microsoft Word, Excel, PowerPoint skills
- Bachelor’s Degree or similar required
- A +, Network +, Security +, Microsoft, Cisco Certifications preferred
- Flexibility to work in 24x7x365 shifts on rotational basis
- Must be comfortable working in a highly critical, fast paced environment with shifting priorities
The EOC is available 24x7x365 and requires onsite coverage. Shifts can vary across a 24-hour clock. Shifts may change periodically to vary work days.
Guardian-
https://youtu.be/QEtkY6EkEuQ
Location:This position can be based in any of the following locations:
GurgaonCurrent Guardian Colleagues: Please apply through the internal Jobs Hub in Workday
Top Skills
Appdynamics
Aws Devops
Citrix
Cloud Technologies
Cloudwatch
Linux And Unix Server Administration
Microsoft Active Directory
Network Administration
Server Hardware
Servicenow
Ssl Certificate Management
Tcp/Ip
Windows Server Administration
Zenoss
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