- Incident management of multiple customer environments simultaneously.
- Responding to all incidents within the Service Level Agreement.
- Identifying patterns and initiating problem management to address root causes.
- Demonstrating a sense of urgency in responding to critical incidents.
- Determining software or hardware failures and processing replacements of defective gear.
- Completing standard MAC (Move, Add, Change) procedures for all managed customers, follow documented processes.
- Escalating any potential problems and client support issues to vendors as per SLA contracts.
- Analyzing customer environments and preparing Quarterly Business Review reports, providing recommendations for continuous improvements.
- Following all documented processes.

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- At least 2 years of experience working in NOC/Monitoring Centre managing multiple customers
- Experience with Windows Server (2012/R2 and newer)



and VMware environments
- Hands-on experience with monitoring tools and service ticketing systems
- Experience with Service Now an ITSM Tool
- An asset is working with Logic Monitor as a monitoring tool
- Ability to work in a fast-paced environment and manage multiple tasks/incidents simultaneously
- Solid communication and interpersonal skills
- Ability to analyze and troubleshoot complex technical issues
- Technical certifications such as Cisco CCNA, Microsoft MCSE, or cloud certifications preferred
- Proven experience in working rotational shifts including the overnight shift local time
- The role is within a 24/7 environment that requires rotation of the following shifts

📌 Associate Support Engineer (India)
🏢 World Wide Technology
📍 India