Technical Support Engineer - NOC

Job Title: Technical Support Engineer - NOC

Job Purpose:

• Monitor Infra/App alerts in ME Monitoring tools

• Monitor Mail alerts

• Log incidents and run bridge calls

• Run EOD jobs for the Bank

Qualifications: Any Degree (Computer background preferred)

Certification: ITIL Foundation, AZ-900, MCSE, CCNA

Experience: Total 3-5 years of experience in Infrastructure Monitoring and L1 knowledge in IT infrastructure of Bank

Responsibilities:

• Hands on experience in Monitoring tools – Manage Engine – APM & OPM is mandatory
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• Good understanding of ITIL process and ITSM Tools to manage Incidents, Changes, service requests and work orders.

• Hands-on experience in banking environment

• Hands on experience in EOD and SOD (Finacle Preferred)

• Hands on experience in AS400 operation (at least basic) and Mimix knowledge is added advantage

• Should have good fluency in English – read/write and good verbal communication

• Perform Incident Analysis for recurring Incidents

• Backup Monitoring

• Monitor a wide variety of information and network systems that include, but are not limited to telecommunications circuits, LAN/WAN systems, routers, switches,    firewalls, VoIP systems, servers, storage, backup, operating systems and core applications

• Document all actions in accordance with standard company policies and procedures

• Notify customer and third-party service providers of issues, outages and remediation status

• Work with internal and external technical and service teams to create and/or update knowledge base articles

• Should have experience MIS reports

• Should have previous experience working and interacting with Senior leadership team members

• Support multiple technical teams in 24/7 NOC operational environments with high uptime requirements. Comfortable to work in day/night shifts

Mandatory:

• ITIL Foundation certified

• Hands-on in Incident & Problem Management

• Experience in using ME monitoring (APM & OPM) and ITSM (BMC Remedy) tools

• A minimum of three years of experience supporting and monitoring network systems, servers or storage in an enterprise environment. Previous NOC experience is    strongly preferred.

• Understanding of key network monitoring protocols including SNMP, NetFlow, WMI, syslog, etc.

• Knowledge of Microsoft server OS and Network Devices

• Running EOD Batch jobs for Bank OPTIONAL IS_TPL-20_JD_V1.2_101023  SOFT SKILLS: MANDATORY

• Excellent written, verbal and interpersonal skills

• Strong customer communication skills, with the ability to communicate clearly with customers and technical personnel in high-stress situation

• Should have previous experience working and interacting with Senior leadership team members

• Should have experience in handling IT monitoring for Banks