Support Specialist – Data Centers System Operations
- Chennai, Tamil Nadu
- Permanent
- Full-time
- Be a collaborative member of a highly motivated and agile team
- Monitor the health and availability of systems and applications and follow procedures and processes to troubleshoot and resolve issues where possible
- Triage incoming Data Center tickets and resolve incoming Tier 1 tickets across Unix, Windows and Networking disciplines
- Expected to be an SME, collaborate and manage the team to perform.
- Responsible for team decisions.
- Engage with multiple teams and contribute on key decisions.
- Provide solutions to problems for their immediate team and across multiple teams.
- Ensure timely and effective incident management.
- Coordinate with stakeholders to resolve critical incidents.
- Identify and implement process improvements for incident management.
- Conduct root cause analysis for major incidents.
- Ensure compliance with incident management policies and procedures.
- 4-6 Years of Experience in System Monitoring and Incident Management.
- Must Have Skills: Proficiency in Critical Incident Management.
- Experience with Incident Management, Infrastructure Service Management.
- Strong understanding of IT service management principles and frameworks.
- Experience in managing critical incidents and driving their resolution.
- Knowledge of incident management tools and systems.
- Excellent problem-solving and analytical skills.
- Ability to work under pressure and meet tight deadlines.
- Strong communication and interpersonal skills.
- Be responsible for primary user support and customer service.
- Respond to queries from all calls, portal, emails, chats from the client
- Become familiar with each client and their respective applications/ processes
- Learn fundamental operations of commonly used software, hardware and other equipment
- Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software
- Manage all queries or escalate if not resolve as per the defined SOP and the escalation matrix.
- Team Manager, Data Centers Systems Operations Team
- Paid Vacation, Holiday
- Health Plan: Medical Insurance
- Employee Stock Purchase Plan
- Training and Education Programs
- Unlimited opportunities for career advancement