Job Description

Handle and manage alerts. Event on the ticketing & monitoring tool, taking necessary details, and ensuring the issue is dealt with. _x000D_ Log details of all incidents. Alerts/events and problems utilizing standard reporting methods. _x000D_ Provide first-line fixes, utilize relevant procedures, or escalate problems. _x000D_ Use supplied checklists and ensure that the problems highlighted are followed up. _x000D_ Maintain procedures compliant with ITIL, the companys quality management system. _x000D_ Knowledge of Computer, IT infrastructure, Printers, MS-office products, networks, servers, etc., and their components. _x000D_ Escalate tickets to L2 and L3 as appropriate and follow up for the resolution. _x000D_ Experience in handling international (European Geographics) clients. _x000D_ Tracking and documenting any changes made to KB article and creating of KB article. _x000D_ 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._x000D_ Knowledge of Monitoring tools like Tivoli, Swivel, Nagios, etc._x000D_ Excellent communication skills (written & verbal)_x000D_ Knowledge of ITIL framework and practices._x000D_ Provide timely responses to all incidents, outages, and performance alerts. Categorize issues for escalation to appropriate technical teams._x000D_ Categorize and record reported queries and provide solutions._x000D_ Monitor issues from start till resolution._x000D_ Escalate, if needed, unresolved problems to a higher level of support_x000D_ 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._x000D_ Knowledge of Monitoring tools like Tivoli, Swivel, Nagios, etc._x000D_ Excellent communication skills (written & verbal)_x000D_ Knowledge of ITIL framework and practices._x000D_ Provide timely responses to all incidents, outages, and performance alerts. Categorize issues for escalation to appropriate technical teams._x000D_ Categorize and record reported queries and provide solutions._x000D_ Monitor issues from start till resolution._x000D_ Escalate, if needed, unresolved problems to a higher level of support_x000D_ Ability to work under pressure and manage tight deadlines or unexpected