Job Description

Handle and manage alerts. Event on the ticketing & monitoring tool, taking necessary details, and ensuring the issue is dealt with. Log details of all incidents. Alerts/events and problems utilizing standard reporting methods. Provide first-line fixes, utilize relevant procedures, or escalate problems. Use supplied checklists and ensure that the problems highlighted are followed up. Maintain procedures compliant with ITIL, the companys quality management system. Knowledge of Computer, IT infrastructure, Printers, MS-office products, networks, servers, etc., and their components. Escalate tickets to L2 and L3 as appropriate and follow up for the resolution. Experience in handling international (European Geographics) clients. Tracking and documenting any changes made to KB article and creating of KB article. Ability to work a flexible schedule outside of typical business hours.

Key Responsibilities

Strong working knowledge of Operating Systems, VPN, ServiceNow, Network devices and their Components, etc. Knowledge of Monitoring tools like Tivoli, Swivel, Nagios, etc. Excellent communication skills (written & verbal) Knowledge of ITIL framework and practices. Provide timely responses to all incidents, outages, and performance alerts. Categorize issues for escalation to appropriate technical teams. Categorize and record reported queries and provide solutions. Monitor issues from start till resolution. Escalate, if needed, unresolved problems to a higher level of support Ability to work under pressure and manage tight deadlines or unexpected

Skill & Experience

Strong working knowledge of Operating Systems, VPN, ServiceNow, Network devices and their Components, etc. Knowledge of Monitoring tools like Tivoli, Swivel, Nagios, etc. Excellent communication skills (written & verbal) Knowledge of ITIL framework and practices. Provide timely responses to all incidents, outages, and performance alerts. Categorize issues for escalation to appropriate technical teams. Categorize and record reported queries and provide solutions. Monitor issues from start till resolution. Escalate, if needed, unresolved problems to a higher level of support Ability to work under pressure and manage tight deadlines or unexpected