Technical Associate - NOC & IM Engineer(L2)
- Hyderabad, Telangana
- Permanent
- Full-time
In this role, Individual will be responsible to monitor and manage the detection, correction, and prevention of incidents, maintain SLAs, and ensure that critical issues are resolved promptly in order to reduce production downtime.Responsibilities
- Responsible for Monitoring of Production site and services across the Enterprise. Detect issues and execute Runbooks or Escalate to the appropriate Service Owners for Investigation.
- Responsible for managing Service now tickets.
- Facilitate in the resolution of Major incidents across the Enterprise to bring services back to normal state and mitigate impact.
- Ensure incident communication to stakeholders is consistent, clear, concise, and made in a timely manner.
- Perform Postmortem for all Major Incidents to find the root cause once incidents are resolved to permanently fix the problem and support continuous improvement.
- Ensure standardized methods, processes and procedures are used for all changes.
- Facilitate efficient and prompt handling of all changes.
- Perform Change Governance and run CAB Meetings.
- Oversee processes & tools for Incident, Problem and Change Management.
- Define, generate and publish KPI/metrics for transparency into incidents and teams affected, problems and root causes, change requests to production environment.
- Hands on experience on Incident, Problem and Change Management.
Minimum Qualifications / Skills
- Bachelor's Degree required. Preferably in Computer Science, Information Systems, or related field.
- Excellent Communication skills
- BigPanda
- SLAM / Neustar – Vercara
- Tardis
- SNOW (INCIDENT/INCIDENTTASK/REQ/SCTASK/PROBLEM/PTASK/CHANGE)
- PagerDuty
- Splunk
- Zabbix
- JIRA
- Teams
- Reporting
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.