- 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 professional 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, key 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 - Cloud (Pune)
🏢 SHI Solutions India
📍 Pune