Key Responsibilities:
Real-Time Monitoring: Utilize monitoring tools (such as N-central, Manage Engin and PRTG) to monitor Infrastructure and Application health.
Incident Response & Management: Act as the first/second level of contact to identify, triage, document, and resolve technical issues.
System Diagnostics: Run diagnostics, perform root cause analysis, and troubleshoot server, network, and application failures.
Back-up Support: Ensure all nightly back-ups are complete using such tools as COVE, TSM
Documentation & Reporting: Maintain accurate records of incidents and resolutions using the ticketing system (ServiceNow), ensuring thorough documentation for post-mortem analysis.
Escalation & Communication: Escalate complex problems to higher-level engineering teams and notify stakeholders of service outages.
Maintenance & Security: Implement routine maintenance, security patches, and hardware checks, adhering to established security protocols.
Major Incident Management (MIM): Own execution of the defined MIM process, driven by a Critical Response Team, that brings together all required personnel to quickly and efficiently resolve Priority 1 and Priority 2 Incidents.

Requirements:
High school diploma or GED required
Associate or Bachelors degree in Engineering, Computer Science,



or a related technology field is preferred.
Foundational understanding of network infrastructure (switches, routers, firewalls), Linux/Windows systems, and monitoring platforms is highly desired.
Strong customer service skills with a high level of professionalism as the role will require direct customer interactions. This includes oral, written, and interpersonal communication skills.
Previous experience in a Network Operations Center (NOC) or Data Center workplace is very desirable.
Robust analytical thinking, incident management abilities, and proficiency with troubleshooting tools. This includes excellent time management skills and attention to detail.
Ability to work in complex situations and under pressure. A keen sense of urgency is required to be successful in this role.
Ability to articulate technical issues to peers as well as non-technical personnel.
Proven ability to work in both a team setting and independently.

Common Technologies
Monitoring Tools: ManageEngine, PRTG, N-central (N-able),
Ticketing Systems:ServiceNow, Jira
Platforms/Technologies:Linux/Unix, Windows, Oracle Cloud Infrastructure, IBMi, OLVM VMWare, Dell vSAN, Nutanix.

📌 It Operations Engineer Global Support Hyderabad
🏢 Argano Software
📍 Hyderabad