JOB TITLE:

Technical Support Engineer - NOC

JOB PURPOSE:

·        Monitor Infra/App alerts in ME Monitoring tools

·        Monitor Mail alerts

·        Log incidents and run bridge calls

·        Run EOD jobs for the Bank

QUALIFICATION:

Any Degree (Computer background preferred)

CERTIFICATIONS:

ITIL Foundation, AZ-900, MCSE, CCNA

EXPERIENCE:

Total 3-5 years of experience in Infrastructure Monitoring and L1 knowledge in IT

infrastructure of Bank

REPORTING TO:

Service Delivery Manager

RESPONSIBILITIES (INCLUDES ALL TASKS):

Ø Hands on experience in Monitoring tools – Manage Engine – APM & OPM is mandatory

Ø Good understanding of ITIL process and ITSM Tools to manage Incidents, Changes, service requests and work orders.

Ø Hands-on experience in banking environment

Ø Hands on experience in EOD and SOD (Finacle Preferred)

Ø Hands on experience in AS400 operation (at least basic) and Mimix knowledge is added advantage

Ø Should have good fluency in English – read/write and good verbal communication

Ø Perform Incident Analysis for recurring Incidents

Ø Backup Monitoring

Ø Monitor a wide variety of information and network systems that include, but are not limited to telecommunications circuits, LAN/WAN systems, routers, switches, firewalls, VoIP systems, servers, storage, backup, operating systems and core applications

Ø Document all actions in accordance with standard company policies and procedures

Ø Notify customer and third-party service providers of issues, outages and remediation status

Ø Work with internal and external technical and service teams to create and/or update knowledge base articles

Ø Should have experience MIS reports

Ø Should have previous experience working and interacting with Senior leadership team members

Ø Support multiple technical teams in 24/7 NOC operational environments with high uptime requirements. Comfortable to work in day/night shifts

TECHNICAL SKILLS /COMPETENCIES:

MANDATORY

Ø ITIL Foundation certified

Ø Hands-on in Incident & Problem Management

Ø Experience in using ME monitoring (APM & OPM) and ITSM (BMC Remedy) tools

Ø A minimum of three years of experience supporting and monitoring network systems, servers or storage in an enterprise environment. Previous NOC experience is strongly preferred.

Ø Understanding of key network monitoring protocols including SNMP, NetFlow, WMI, syslog, etc.

Ø Knowledge of Microsoft server OS and Network Devices

Ø Running EOD Batch jobs for Bank

SOFT SKILLS:

MANDATORY

·        Excellent written, verbal and interpersonal skills

·        Strong customer communication skills, with the ability to communicate clearly with customers and technical personnel in high-stress situation

·        Should have previous experience working and interacting with Senior leadership team members

·        Should have experience in handling IT monitoring for Banks