24*7 monitoring support for in-scope infrastructure.
Develop and acquire detailed knowledge of the environment.
Handle escalations and assist in creation of RCAs.
Possess the ability to work under pressure and the ability to communicate with stakeholders.
Generate Operations report.
Manage bridge calls and notify respective support groups.
Perform GAP analysis.
Creation of SOPs and Knowledge Base.
Capture alerts, raise incident tickets and escalate to respective team.
Provide phone support 24*7*365
responsibilities :
Act as a first point of escalation/consultation for the team on technical, procedural and process related queries.
Manages the team in his/her respective shift.
Should have worked with monitoring tools like BBPM, HP NNM, and Solar Winds Etc.
Should have worked with ticketing tools like Remedy, Service Now etc.
Assists the team lead in maintaining and updating documents in central repository for the benefits of the entire team.
Ensure proper shift handover to the next shift.
Work in rotational shifts to provide 24/7 monitoring of the IT infrastructure.
Liaise with the Merck Critical Incident Management Process Owner and Chair Process Review Meetings.
Coordination and management during major incidents.
Production and maintenance of the major incident communication plan.
Facilitating the production and maintenance of the major incident restoration plan.
Production of major incident progress updates.
Participation in major incident reviews.
Conduct regular Process Compliance Checks and Quality Reviews to ensure that the process is being followed consistently.
Escalate any inconsistencies in the monitoring environment with the respect to the monitoring tool configuration, alert thresholds, alert message enrichment and false alerts.
Discuss operational challenges and constraints in team meetings and with the management to ensure timely resolution.
Assist Track Lead to resolve Operation Challenges and constraints if any within the team or in project.
Should have understanding on experience Hands and Feet role like managing media, tape handling etc.
Assisting third party vendor who comes for on-site Break fix support
Analysis and reporting of incident trend data to identify and eliminate root causes.
Managing root cause analysis between technical teams.
Should have basic understanding on Problem management process,
Production of statistics and trend reports to demonstrate performance of the Problem Management process
requirements-expected :
Knowledgeable in ITIL concepts [Incident Management, Problem Management etc..
Should have worked in high pressure work environment and ability to multitask.
Basic support experience on Windows/Unix Servers, Network Devices, Backup.
Excellent Verbal and written Communication skills.
Hands on experience with the following.
Any alert Monitoring tool BPPM, HP NNM, HP OVO etc.
