Senior Engineer
Orange
- Navi Mumbai, Maharashtra
- Permanent
- Full-time
- Monitor and ensure high availability of customer’s IT infrastructure
- Perform daily health check and routine scheduled maintenance
- Log all incidents reported by the customer and perform initial classification/ prioritization of the incidents
- Perform initial analysis, diagnosis and troubleshoot issues based on the standard operating procedures
- Escalate issues/incidents to next level and follow-up until closure
- Ensuring that the SLAs are met for all incident, problem, request and change
- Coordinate with customer service desk and end-users on resolution
- Generate the various reports required for operations management
- Keep tickets up-to-date as per response SLA in ITSM tool
- Contribute knowledge articles and update them in a timely manner when required
- B.Sc. / BE / Diploma in Electronics/Comp/IT/Telecom
- MCSA/MCSE, MSSQL certification
- 2–4 years of experience in Level one technical support.
- Experience in windows servers hosted on datacenter or cloud environment.
- Should have knowledge of ITIL processes.
- Experience working in ITSM tools like ServiceNow etc.
- Knowledge of client/server and virtual technologies
- Knowledge of monitoring tools and reporting.
- Experience working with some or all technologies below:
- Windows Server 2012/2016
- Solarwinds Server and Application Monitor
- MSSQL, Oracle, DynamoDB , MySQL, Azure SQL
- Azure /AWS
- Excellent communication skills
- Ability to handle multiple projects simultaneously
- Must be able to demonstrate customer first approach
- Ability take ownership, coordinate and escalate issue until it is resolved
- Able to setup conference call / virtual meetings