Job Description
Reporting to the NOC Engineer, you will need to provide L2 level of support to MRI cloud infrastructure, monitor alert, triage, and resolve the incidents, escalate to appropriate teams if issues are not resolved.

The Day-to-day Responsibilities Will Include
Continuously Monitor IT Infrastructure, work on alerts and resolve. Escalate the issues to next level if required.
Work experience on Infrastructure monitoring tools like – Logic Monitor, Kaseya, Nagios and Current Relic
Monitor application performance from Recent Relic and act on alerts, resolve
Prepare weekly reports, monthly reports of alerts / tickets worked on and calculate SLA and review performance
Research and identify solutions to software and hardware issues
Diagnose and troubleshoot technical issues, including account setup and network configuration
Restoring a failed IT Service as quickly as possible and update the client
Incident Management based on ITIL process




Prioritise and manage multiple tickets related to different technologies where you are requested to work as per the client requirement
Ensure that any technical issues on a service ticket are escalated efficiently and resolved as quickly as possible
Change Management and Release management process based on ITIL
Track computer system issues through to resolution, within agreed time limits and update the ticketing tool
Ask customers targeted questions and deal with them through a series of communications and updates until the issue is get resolved.
Provide prompt and accurate feedback to customers and update the client about the resolution
Refer to internal databases, knowledgebase or external resources to provide accurate tech solutions without violating the SLA
Follow up with clients to ensure their IT systems are fully functional after troubleshooting

Technologies
Windows Server Administration 2008R / 2012 / 2012R2 / 2016
Microsoft Office 365
Microsoft 2010 / 2013 / 2016
Backup Technologies,

📌 Noc Support Engineer Ii Bengaluru
🏢 MRI Software
📍 Bengaluru