India • kolkata

Tech Ops Systems Engineer

1. Systems Engineer – Technical Operations:   
A. Education/Experience/Skills: i. BE/B. Tech./BCA/MCA/B. Sc./M. Sc. in IT, Computer Science, Electronics & Telecom with approximately 3/5 years of experience as detailed below. ii. Having exposure working in a Network Operations Center (NOC) environment, managing network monitoring tools,  iii. Experience working as L1/L2 for any of the following IT domains – Server administration, OS administration, mail administrator and/or application support, database design/support. iv. Understanding of any one or more of the following connectivity elements like VPN, MPLS, and Telecom circuits. Familiarity working with ISP vendors.  v. Hands on experience working with network elements like Switches, routers and/or configuration or trouble shooting around LAN or WAN connectivity, will be added advantage. vi. Should be confident and have worked hands on, on any of these above technology elements. vii. Should have good trouble shooting skills on technical issues reported by end users, and ability to isolate issues for identifying root cause.  viii. Must be confident in verbal and written English communication. ix. Must have high team spirit and interpersonal skills, required to work with the global teams. x. Motivated for achieving growth by contributing and learning in a team with global exposure.  
B. The JD would include: i. On shift for global Help-Desk management system, P1/P2 issues, incident management and supporting global Technical Operations. ii. Coordinating with different L2 teams to initiate incident trouble shooting process, engage various L2 teams, support with L1 triage to isolate and resolve incidents and communicate back to different organizational teams. iii. Drafting business communications for different incidents, sharing updates, tracking incidents, maintaining incident timelines and producing incident reports.   iv. Monitor different components on global monitoring tools and automation platforms to identify issues, failed conditions, alerts; and accordingly act on them to notify the appropriate L2 teams and engage with all stake holders to initiate process on minimizing the impact of the issues/alerts. v. Technical Operations will include, but not limited to supporting change and maintenance activities on IT infrastructure and applications resources, around different L2 technical teams, also including BCP drills.  vi. Monitoring of different queues on the help desk portal to identify open issues, follow up on different issues/tickets, and update tickets as applicable. vii. Maintain different system performance reports, compilation of periodic reports for various metrics and presentation of decks.  
5-day work week with rotational shift duty including afternoon, evening, and night shifts, along with rotational duties on weekends. 

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