Job Description
• Event Monitoring.
• Threshold Parameters monitoring.
• Alert Notification. CSI: SDP Report"
•
• Incident ,Problem, and Change Management; RCA, Capacity Management; Vendor Management CSI: SDP
- Call closure
• time as per the defined call priority.
• Call Assigned Vs Calls Closed.
• Timely escalation to the next level.
• Adherence to Customer SLA (Response & Resolution).
• Initial acknowledgment of customer emails/requests along with regular status updates.
• Proper ticket closure comments.
• Basic telephone etiquettes to be followed.
• Ensure a professional standard of documentation, CSI: Solution Document in KM, SDP updates, Project Docs, Audit Docs
• Complete understanding of SOW
• Information gathering
- CMDB
- Inventory
• Infra/URL onboarding in tools.
• Receiving required KT & relevant project documents from SMEs.
• Upgradation of skill required for project management.
• Smooth Functioning of Projects, CSI:
• Customer Retention, Actively demonstrates a ‘can do, will do attitude, evidenced by customer feedback. CSI: Customer Feedback Mail, CSAT Report.
• Periodic interaction with clients, standards of communication (verbal & written ) with customers, Project Docs. CSI: Project document maintenance, Ticket Updation, RCA Report, Daily/weekly/Monthly activities timely execution SDP Report, E-Mails, KM, File Server Docs. TIL Process; Company& NOC Policy, Leave and Shift
• Management, CSI: Service Desk Feedback.




• Comprehensive Monthly Reports as per the agreed format, Project
• Documentation, CSI: Timely reports as per the periodicity specified by the customer and the acceptance of reports
• Participate in career development opportunities that increase awareness, knowledge, and skills relevant to the job.
• Share knowledge gained from professional development experiences with peers.
• Participating in Internal Training conducted by Senior engineers on emerging domain technologies, important updates/design changes, CSI: Participants Feedback, No. of training Participated Requirements Job Requirements
• Proactively monitor perform health check status of Customer Infrastructure on daily basis.
• Hands-on experience with different services in GCP.
• Identify the Root Cause and provide a permanent fix. Creating RCA.
• Moderate understanding of TCP/UDP, packet handling, and sessions.
• Abide by SOPs for appropriate escalation of unresolved issues to respective internal teams.
• Make certain that all calls are logged in the ticketing system every activity is timely updated.
• Ensure SLA obligations with internal and external stakeholders are observed and met; escalate to C Band as necessary using judgment and discretion.
• Need to have technical skills of Kubernetes.
• Need to sit at client place and coordinate with CloudOps team and Client
• Must have communication skills to face the client.

📌 Technology Specialist (Pune)
🏢 SHI Solutions India
📍 Pune