Sr Analyst I Infrastructure Services

DXC Technology

  • Chennai, Tamil Nadu
  • Permanent
  • Full-time
  • 1 day ago
Job Description:Experience level6-7 years in relevant technologyMust HaveResponsible for handling Incident Management
  • Experience in Datacenter LAN Management
  • Candidate should have a deep understanding of Wireless technology and its protocols.
  • Minimum of 5-6 years’ experience in L3 network Support. Proven ability in learning and upgrading new technologies/technical skills.
  • Must be able to demonstrate excellent troubleshooting and problem solving skills. Good communication skills
  • Good understanding (of L2/L3Level) of Switching & routing protocols, and products like: HP/Nexus Switches DWDM and IPAM.
  • Analyze/solve application -related problems - Use advanced network troubleshooting techniques required to analyze and solve application-related problems within large geographically dispersed networks as needed.
  • Analyze/solve layer 1/2/3 problems - Perform troubleshooting techniques to analyze/solve problems - Perform fundamental network troubleshooting techniques required to analyze and solve Layer 1, Layer 2, and Layer 3 problems within large geographically dispersed networks.
  • Analyze/solve protocol routing problems - Use advanced network troubleshooting techniques required to analyze and solve protocol routing problems within large geographically dispersed.
  • ITIL V3 Foundation Certification is desired.
. Participate in Change management
  • Participate and provide inputs on Change management processes.
Quality Assurance
  • Ensure ITSM compliance for all incidents and service calls
  • Ensure SLA compliance for all incidents and service calls
  • Ensure usage of documents from the KB for proper resolution of incidents and service calls
  • Ensure adherence to Incident management standardization codes
  • Active participation in audits and facilitating the same
Communication and Notification
  • Adherence to the documented notification, elevation and escalation process
  • Communication to the customer both while responding to a case and also after resolution of the case
  • Handle vendor coordination and further coordinate with them on technical grounds
  • Coordination and communication with other incident management groups
ReviewsParticipate in regular reviews with the Delivery LeadsParticipate in team meetingsParticipate in Service Delivery reviewsReporting
  • Provide clear and unambiguous communication forums and channels across all shifts and staff to ensure all subject matter is relayed in a timely manner and when required that it is acted upon conscientiously and in the framework expected.
  • Update daily reports and checklists as defined
  • Contribute towards preparation of Service Delivery Reviews
Documentation
  • Ensure complete documentation of all activities undertaken with respect to the ticket in the case log of the service/Incident management tool
  • Help in preparing process and ITIL documents needed for the delivery
Incident Life Cycle Coordination
  • Keep track and update status of pending incidents and service requests and ensure closure of them ASAP
  • Work closely with the L2/L3 Team on repetitive tickets from a problem management perspective
  • Ensure response & resolution of most of the incidents and service requests
  • Ensure response & resolution or recovery of service ASAP after implementation of solution / workaround for cases.
  • Provide inputs to Deep Technical support or the Level -2 team for problem management and resolution of major or elevated incidents
  • Provide required updates to stakeholders involved in case of critical incidents like outages
  • 24/7 operational environment
  • Prepare Incident reports for all the business critical incidents and unscheduled server downtime
  • Monitor the Queue for Network events/alarms and raise necessary tickets.
Quality Assurance
  • Ensure ITSM compliance for all incidents and service calls
  • Ensure SLA compliance for all incidents and service calls
  • Ensure usage of documents from the KB for proper resolution of incidents and service calls
  • Ensure adherence to Incident management standardization codes
Communication and Notification
  • Adherence to the documented notification and escalation process
  • Communication to the customer both while responding to a case and also after resolution of the case
  • Handle vendor coordination
  • Coordination and communication with other incident management groups
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