Role & responsibilities
MUST be handling CALLS / Conversations with either US / UK Clients or coordination with OnSite teams. (US Accent / Neutral UK Accent).
Responsibilities:
- Manage and maintain the Clients Monitoring Systems for On-premises entities like Servers, Network endpoints and other Infrastructure
- Monitoring and support experience on any one of the Cloud environments such as AWS, Azure or GCP
- Hands on experience using monitoring tools such as Zabbix, Cloud Watch, Azure Monitor etc.
- Preferred basic knowledge and experience on Cloud environments.
- Alerts and events Management via monitoring tools like Solar Winds, Cacti, Azure Monitor, SCOM, Cisco UCS, Control Up, Citrix Director , Tripwire, LogRhythm, Dynatrace and Splunk.
- Valuable knowledge on using ServiceNow for ticketing and Incident Management.
- Incident Management & Triaging based on SOPs & documented procedures.
- Critical & Major incident handling and management
- Backup & DB jobs monitoring
- Performance & availability monitoring
- Escalation of incidents to Fisher L2 and other teams
- Basic triage based on SOPs & Documented procedures.
- Categorize critical levels for incidents and service requests
- Participate in change management & Maintenance work
- Maintenance of WIKI and technical documentation (for NOC) of processes and procedures used throughout normal operations.
- Development of knowledge and skills in network and system administration, particularly about Clients architecture and platforms.
- Tier 1 Support for co-location, customer backup network and ISP services.
- Participate in a 24x7 call-out rotation including Weekend support.
- Montor the AD with Quest Active Directory Monitoring.
- Patching Services
- Support the patching activities required, including standard & emergency patching.
- Use SCCM/Intune and Ivanti Patch/Vulnerability Management tools for patching.
- Patching of servers and desktops may require troubleshooting (failure percentage) and the SLAs for troublesho