End user desktop support L1
- VIP User support & VC Support
- Hardware/software troubleshooting and resolution
- L1 level network troubleshooting and resolution for LAN Connectivity
- Hands & feet support to Backend team for Network/Server/application issue
- Asset inventory (PIV), Asset related activities
- End user project related activity (Like OS upgradation, coverage tool update, etc...)
- Network & Sharing printer installation.
- Office 365 support
- Coverage/compliance software installation and troubleshooting
- Vendor coordination, etc
End user desktop support L2
- Install, Maintain & Troubleshoots required client Software & hardware whether onsite or remotely.
- Handling Tickets & Managing Escalation
- Training to DL1 & new engineers
- Conduct remote troubleshooting.
- Guide user with Simple, Step-by-step instructions
- Direct unresolved issues to the next level of support personal
- Must have extensive VIP & Executives level support experience.
- If necessary, liaise with third-party support and PC equipment vendors.
- Monitoring Day to Day CCTV camera & check backup
- Maintaining IT Inventory records.
- Maintaining all software licenses and ensuring that the Arvind Smart spaces Ltd is following licensing norms. (OEM & Paper Licenses)
- Responding to customer questions regarding operation and malfunctions.
- Works within a team with little supervision as an established systems/product specialist (e.g. detailed knowledge of the configuration of interlinked systems, implementing technical changes, building software regimes and contributing technically to service development) to support end users
Network support L1
- Able to troubleshoot and resolve L1 network issue for network devices.
- Implementation of LAN and WAN.
- Proactive monitoring on the networking device like Routers, Switches & Links.
- Follow-up on unresolved incidents with end user/vendors/ onsite engineers, if required.
- Escalation of unresolved incidents to L2 engineer
- Working on the tickets (IM, RF (SR/REQ/RITM), ITCHG, PBI), updating correct artifacts on
the ITSM portal.
- Able to VLAN configuration and management
- Able to troubleshoot and resolve First level issue of Wireless network
- Switch backup and configuration
- Vendor coordination
- Good in communication
- With some knowledge Desktop support and resolve the desktop level network issues. Etc..
For Operation Manager
- Internal coordinate with Wipro Stack holder for execution of client requirements Like :
Server (SNXT Team), Network (ACH & SNXT Team), Asset Team, Exchange Team, CSD team,
DC team, Vendor Team, Dell Team
- Ensure operational reviews as per client requirement.
- Reporting and dashboard publishing as per client requirement and timelines
- Take care of day-to-day activity like
- SR Review (DC, EUS, CSD, Vendor, Exchange)
- INC Review (DC, EUS, CSD, Vendor, Exchange))
- SLA Review
- Security Compliance
- SAM Compliance
- CMDB Correction
- Provide dedicated support to VIP user if needed.
- Monthly JSG deck to present the monthly data (Internal & External review)
- PMT MOM point discussion and co-ordination for closure
- Weekly, monthly reviews with operational, functional / SPOC to know the pluses of IT
operation and sharing the health with client.
- Responsible for people management of partner resource at the sites.
- Ensure 100% availability of the resources as per agreed number on respective sites.
- Participating in internal & external audits
- Follow service delivery framework as per standards and guidelines in line with site requirements
- Coordinate with associated vendor partners & teems to ensure minimum service
- disruption or downtime during the major incidents.
- Conduct periodic review with associated partner direct association with services.
- Ticket compliance audit monthly
- Other miscellaneous activity (Escalations, Priorotu support, enabling support for activities
like Bidding etc)
- Vendor/Partner (third Party) Escalation Management
- Review performance with Wipro team and participate in project board reviews.
- Identifying the improvement area and Drive enhancement in automation of tools dashboard
and templates available in transition.
- Ensuring the completion of KAP and KT with Signoff from Customer
For Asset Coordinator
- Asset management support
- Day to day update asset data in CMDB asset tool
- Add assets in Asset tool as per received request.
- Update/Change/modify assets as per raised request by user.
- Support in troubleshooting for the asset query and software issues of asset discovery
- Raise ticket in tool for the service now (asset management tool) catelog update/modify.
- Prepare ARC/RRC data and get approval from respected BUIT.
- Update asset stock details properly and issue to user as per request raised.
- Asset inventory (PIV), Asset related activities
- Co-ordinate and meeting with respective OEM/Vendor for Asset management tool
- Prepare and provide asset tag as per BU wise assets delivered at site.
- Coverage/compliance software installation and troubleshooting
- Vendor coordination, etc,
For VDI Engineer
- Citrix XenDesktop (Mandatory)
- Windows and Citrix Implementation (Mandatory)
- Network Management
- Act as a single point of contact for the technical tower in front of the customer management.
- Have hands-on experience in Windows, VMWare, Virtulization Desktop Integration (VDI).
- Have experience in designing, installing, configuring ,managing, and troubleshooting
complex Citrix Environment.
- Be able to design, implement, manage, maintain, deploy, troubleshoot and support internal and
hosted customer Citrix Servers Environment; including the cloud environment
- Be able to implement new system hardware and software and develop local operating
procedures and policies as needed.
- Design, Implement and Support Citrix XenDesktop (VDI) in VMWare ESX.
- Have hands-on experience in Citrix XenApp 7.6 and above, XenDesktop 7.6 and above,
NetScaler 9.x above and StoreFront
- Have skills in core Citrix Virtual Desktop, PVS and Virtual Application Technologies.
- Have good Hands-On experience in troubleshooting Citrix Issues. Resolve complex tickets
related published applications, desktops and other Citrix related matters
- Streamline issue resolution by coordinating with the customer's IT resources, Vendor, OEMs,
Remote team, and the user community with complex, multiple AD Domains.
- Have advanced experience with PVS, Management of VDISKs, Coordinating UAT, and lifecycle
management of Citrix images
- Have experience in AppSense Application Manager and/or Environment Manager
- Have experience in writing PowerShell Scripts to automate routine tasks.
- Have experience with virtualizing Windows 10
- Have advanced experience with AD/GPOs and also, experience on 2016 OS.
- Ensure proper communication and quick resolution as a crisis manager.
- Responsible for Vendor Management and people management.
- Drives day to day operations and work plan allocation/management.
- Conduct periodic reviews with teams. Weekly and monthly status reports to higher management.
- Participate in business meetings with various stake holders.
- Take corrective actions based on the customer satisfaction surveys
- Ensure adherence to quality / security standards defined for the engagement Perform Trend
analysis, identify top few incidents and work with respective teams/individual to minimize the incidents.
Service Desk L1
- Providing a Single Point of Contact (SPOC) for assistance with IT services under scope
- Log IT related tickets (incidents, service requests) from users- (received through phone, logged tickets in the tool)
- Acknowledge the tickets, allocate appropriate category.
- Classify the tickets as per Severity and Impact
- Communicating pertinent information regarding incidents and associated progress to the stake holders on need basis.
- Allocate the ticket to the respective support groups and track the ticket for closure.
- Recording, tracking, and updating incident ticket information in the service desk tool.
- Ensure activity details are updated in the tool by the respective support groups.
- Route calls to the Suppliers in case of issues pertaining to Suppliers agreed in scope.
- Route service requests to the appropriate teams
- Generate service management reports as mutually agreed from the ticketing tool and publish the same to the respective stakeholder.
Service Desk L1.5/L2
- Provide first level support for end user issues pertaining to desktop/laptops, OS, client applications as agreed in scope.
- Installation of all basic application on end points.
- Assistance to users for accessing business applications.
- Providing them FAQ based on the call trends.
- Troubleshoot desktop operating system problems.
- Troubleshoot desktop application problems.
- Install/configure system Operating System and Applications
- Configure & update Antivirus software for each end points.
- Cleaning of Virus and supporting to centralize AV Support team as legs and fits support.
- Providing immediate notification to CUSTOMER of system outages on critical systems and providing progress updates in accordance with the Procedures Manual.
- Basic installation of Printers on end points.
- Resolve all hardware and paper jam issues with respect to printers.
- Coordinate with hardware support teams and resolve any hardware failures in the printers.
- Resolve any issues for the print service due to virus in the network.
- First level network configuration and troubleshooting with help of Network team.
- Provide telephonic, remote control and onsite support for issues in Wi-Fi client.
- Support to network team with first level troubleshooting in case of calls that need to be escalated to the OEM.
- Configure Wi-Fi clients on the identified laptops.
End user desktop support L1 -
- VIP User support & VC Support
- Hardware/software troubleshooting and resolution.
- L1 level network troubleshooting and resolution for LAN Connectivity
- Hands & feet support to Backend team for Network/Server/application issue
- Asset inventory (PIV), Asset related activities
- End user project related activity (Like OS upgradation, coverage tool update, etc...)
- Network & Sharing printer installation.
- Office 365 support
- Coverage/compliance software installation and troubleshooting
- Vendor coordination, etc.
- Endpoints support covers monitoring and troubleshooting of desktops, laptop, Printer, e-Gate, EPOS etc. devices.
- Perform and Record all Installation of new machines, movement within site, changes in configuration of machines (IMAC) as per policy.
- Maintain a details of asset Inventory.
- Product, inventory master to be uploaded and confirmation to be shared.
- Weekly audit of POS usage and removal of concessionaire POS to be shared.
- Follow-up on unresolved incidents with end user/vendors/ onsite engineers, if required.
- Escalation of unresolved incidents to L2 engineer
- Working on the tickets (IM, RF (SR/REQ/RITM), ITCHG, PBI), updating correct artifacts on the ITSM portal.
-
End user desktop support L2 -
- VIP User support & VC Support
- Install, Maintain & Troubleshoots required client Software & hardware whether onsite or remotely.
- Handling Tickets & Managing Escalation
- Training to DL1 & new engineers
- Conduct remote troubleshooting.
- Guide user with Simple, Step-by-step instructions.
- Direct unresolved issues to the next level of support personal
- Must have extensive VIP & Executives level support experience.
- If necessary, liaise with third-party support and PC equipment vendors.
- Monitoring Day to Day CCTV camera & check backup
- Maintaining IT Inventory records.
- Maintaining all software licenses and ensuring that the Arvind Smart spaces Ltd is following licensing norms. (OEM & Paper Licenses)
- Responding to customer questions regarding operation and malfunctions.
- Works within a team with little supervision as an established systems/product specialist (e.g. detailed knowledge of the configuration of interlinked systems, implementing technical changes, building software regimes and contributing technically to service development) to support end users.
Network support L1
- Able to troubleshoot and resolve L1 network issue for network devices.
- Implementation of LAN and WAN.
- Proactive monitoring on the networking device like Routers, Switches & Links.
- Follow-up on unresolved incidents with end user/vendors/ onsite engineers, if required.
- Escalation of unresolved incidents to L2 engineer
- Working on the tickets (IM, RF (SR/REQ/RITM), ITCHG, PBI), updating correct artifacts on the ITSM portal.
- Able to VLAN configuration and management
- Able to troubleshoot and resolve First level issue of Wireless network.
- Switch backup and configuration.
- Vendor coordination
- Good in communication
- With some knowledge Desktop support and resolve the desktop level network issues. Etc.
- Inventory updating with required artifacts as per policy and maintenance of port usage.
Network support L2
- All type network equipment (L2/L3) configuration.
- Required knowledge on Routing, Switching and wireless technology.
- Required knowledge on Wireless technology.
- Required knowledge on AP, RF and VC configuration.
- Aware on all network protocols.
- Proactive monitoring on the networking device like Routers, Switches & Links.
- Follow-up on unresolved incidents with end user/vendors/ onsite engineers, if required.
- Escalation of unresolved incidents to L3 engineer
- Working on the tickets (IM, RF (SR/REQ/RITM), ITCHG, PBI), updating correct artifacts on the ITSM portal.
- Able to VLAN configuration and management
- Able to troubleshoot and resolve issue of Wireless network.
- Switch backup and configuration.
- Vendor coordination
- Good in communication
- With some knowledge Desktop support and resolve the desktop level network issues. Etc.
- Support to prepare network diagram.
- Ready to visit Site location.
- Ensure Inventory updating with required artifacts as per policy and maintenance of port usage.
Telecom L1
- Manage all IP Phone, Digital, Analog, VC/TP, Polycom including end users creation and deletions.
- All end points and service level configurations/parameters will be managed.
- Subscribing Users credential, Managing User accounts, Managing greetings/Notification
- Creation of users (client access), Meeting ID Creation, Conference schedules in advance or real time, Monitoring the services, Auto dialing
- Live meeting recording (Playing the recordings), enabling video meetings.
- Incident and Services Request monitoring
- configuration and monitoring.
- Maintaining and updating of Infra Documents and Architecture diagram.
- Checking PRI status & setting time slots, Monitoring Voice call status, Backups Router/VG end to end configurations with respect to Voice service.
- Escalation of unresolved incidents to L2 engineer
- Working on the tickets (IM, RF (SR/REQ/RITM), ITCHG, PBI), updating correct artifacts on the ITSM portal.
- Inventory updating with required artifacts as per policy and maintenance of port usage.
Telecom L2
- Manage all IP Phone, Digital, Analog, VC/TP, Polycom end points/Application servers adding/deleting configurations, including end users creation and deletions
- All end points and service level configurations/parameters will be managed.
- All Voice related key features with respect to endpoints or in servers will be supported.
- Subscribing Users credential, Managing User accounts, Managing greetings/Notification
- Creation of users (client access), Meeting ID Creation, Conference schedules in advance or real time, Monitoring the services, Auto dialing
- Live meeting recording (Playing the recordings), enabling video meetings.
- Incident and Services Request monitoring
- Complete system infra capacity/utilization analysis, Trunk/PRI/SIP configuration and monitoring.
- To help in designing of the telecom solution required for Add-on and New sites based on the business unit need.
- Capacity/Risk Analysis and providing the mitigation plan, SIPs, SOPs/Knowledge base and proactive Problem management.
- Maintaining and updating of Infra Documents and Architecture diagram.
- Checking PRI status & setting time slots, Monitoring Voice call status, Backups Router/VG end to end configurations with respect to Voice service, Creds management, Health/Capacity Check (Checklist)
- Check IOS status and Version, E to E Voice configuration with respect to dial-peers and other related Voice services.
- Working on the tickets (IM, RF (SR/REQ/RITM), ITCHG, PBI), updating correct artifacts on the ITSM portal.
- Ensure Inventory updating with required artifacts as per policy and maintenance of port usage.
Wintel Admin-
- CPU, Memory monitoring
- Disk management - creating partitions for the different types of servers.
- Disk space management for OS partition(s)
- System Log file management
- User account management
- Experienced in VM Ware
- Experienced in Active Directory
- Incident and Request Services monitoring
- Request Fulfillment Management
- Review of daily/weekly/monthly checklist
- Event log analysis at regular interval for maintaining the integrity of servers.
- Repeat Incident / Alert Analysis
- Managing / reconfiguring of DHCP scopes and reservations
- Managing / reconfiguring of DNS
- System State backup
- Managing / reconfiguring terminal services, cluster services, file servers
- Necessary support for restoration or DR drill
- Preparation of MIR for Major Incidents
- Reinstallations raise due to incidents.
- Vendor coordination
- Incident / Request Fulfillment / Change management
- Working on the tickets (IM, RF (SR/REQ/RITM), ITCHG, PBI), updating correct artifacts on the ITSM portal.
- Inventory updating with required artifacts as per policy and maintenance.
Linux Admin-
- CPU, Memory monitoring
- Disk management - Creating partitions for the different types of servers.
- Disk space management for OS partition(s)
- System Log file management
- User account management
- Apply Naming Convention, Home Directory, Group Creation as per Policy
- Start up and shutdown of Cluster resources.
- User Disabling
- Access rights
- Incident and Request Services monitoring
- Request Fulfillment Management
- Server Reinstallation and configuration due to incident
- Support during Software Installation (Note: For 3rd Party Software, best effort support only)
- Linux messaging and security solutions. (Note: Limited to the OEM provided solutions)
- Volume Management
- File System Management
- Logical Partitioning and Administration
- Console Management
- Review of daily/weekly/monthly checklist
- Repeat Incident / Alert Analysis
- Managing / reconfiguring terminal services, cluster services, file servers
- Necessary support for restoration or DR drill
- Preparation of MIR for Major Incidents
- Reinstallations raise due to incidents.
- Vendor coordination
- Incident / Request Fulfillment / Change management
- Preparation of RCA for Major Incidents
- Repeat Incident / Alert Analysis
- Performance tuning suggest by OEM.
- Updation and maintenance of Availability, Capacity management
- Risk Analysis and providing the mitigation plan.
- Continual Service Improvement Planning and executions
- Planning and execution of DR Drills based on availability of DR setup and recovery procedures (Applicable if the DR is in scope)
- Preparing, maintaining and updation of SOP and KBase
- Maintaining and updation of Infra AS IS / Infra Documents
- Incident / Problem / Change management
Database Admin-
- Provisioning of tools for database monitoring and management
- Monitoring of all databases for event, alerts, incident, performance, services batch jobs and service request.
- Monitoring and managing tablespace, log shipping, replication to DR site.
- Performance issue L1 check.
- User Access Management
- Provide timely escalation of complex problems to a technical support resource and/or to the appropriate level of senior staff.
- Database start-up and shutdown.
- Initiating backups at disk level on scheduled or ad hoc basis.
- Vendor coordination
- Application Patch Deployment (DDL, DML queries deployment based on scripts provided).
- Database patch management
- Incident monitoring.
- DR sync issue 2nd level resolution.
- Backup and restoration in supported assets, either scheduled or ad hoc.
- Performing export and import activities - scheduled or ad hoc.
- Handling issues related to performance.
- Database security patch application.
- Database housekeeping activity (purging, index rebuilding, reorganization, gathering statistics).
- Log calls with vendor for product bugs.
- Provide timely escalation of complex problems to a technical support resource and/or to the appropriate level of senior staff.
- Perform DR, backup restoration drill.
- ASM monitoring and space addition.
- Starting and stopping database, ASM, RAC services.
- Necessary support for restoration or drill
- Preparation of MIR for Major Incidents
- RAC Installations - grid and oracle home installation
- Hardening of the database along with documentation
- Review of daily/weekly/monthly checklist
- Repeat Incident/Alert Analysis
- Reinstallations raise due to incidents.
- Incident/Request Fulfilment/Change management
Vendor Coordinator L
- Act as a single point of contact for IT vendors of client and provide vendor coordination for CUSTOMER operations.
- Lead Governance meetings with vendors.
- Maintain list of Insurances for Spare and repair cases.
- Maintain healthy relationship with CUSTOMERs IT vendors.
- Call Logging as per Vendor processes and coordinate till resolution / service restoration.
- Follow vendor escalation matrix and in case of any deviations escalate the same to CUSTOMERs SPOC.
- Maintain details of the various vendors with details like contact persons, telephone numbers, escalation matrix, SLA Information.
- Co-ordinate with vendor for dispatch of devices to respective service Depot for repair service e.g.: -Desktop / Laptop Hardware
Asset Coordinator L1 -
- Asset management support
- Day to day update asset data in CMDB asset tool.
- Add assets in Asset tool as per received request.
- Update/Change/modify assets as per raised request by user.
- Support in troubleshooting for the asset query and software issues of asset discovery.
- Raise ticket in tool for the service now (asset management tool) catalog update/modify.
- Prepare ARC/RRC data and get approval from respected BUIT.
- Update asset stock details properly and issue to user as per request raised.
- Asset inventory (PIV), Asset related activities.
- Co-ordinate and meeting with respective OEM/Vendor for Asset management tool.
- Prepare and provide asset tag as per BU wise assets delivered at site.
- Coverage/compliance software installation and troubleshooting
- Vendor coordination, etc.
Asset Coordinator L2
- Asset management support.
- Day to day update asset data in CMDB asset tool.
- Add assets in Asset tool as per received request.
- Update/Change/modify assets as per raised request by user.
- Support in troubleshooting for the asset query and software issues of asset discovery.
- Raise ticket in tool for the service now (asset management tool) catalog update/modify.
- Prepare ARC/RRC data and get approval from respected BUIT.
- Update asset stock details properly and issue to user as per request raised.
- Asset inventory (PIV), Asset related activities.
- Co-ordinate and meeting with respective OEM/Vendor for Asset management tool.
- Prepare and provide asset tag as per BU wise assets delivered at site.
- Coverage/compliance software installation and troubleshooting.
- Vendor coordination, etc.
Site Lead
- Responsible for shift roaster publish and ensuring availability of engineer in every shift.
- Ensure completion of all projects running for site & nearby location (O/S upgradation, S/W version upgradation etc.)
- Stock validation (monthly basis) on location as well as nearby location.
- Ensure correctness of CMDB data for site owning.
- Responsible to end-to-end completion of any activity/project running at site like network device upgradation, firmware upgradation, addition of new device).
- Enabling support required from local support team if required by any team.
- Training for new engineer joined and existing engineer.
- Manage team of technicians that operate, maintain and administer computer networks and related computing environment including computer hardware, software, and related documentation in accordance with IT best practices.
- Regular discussion with Customer Site IT lead and provide the support and per designed contract.
- Responsible for the performance of technical support projects or tasks in accordance with contract requirements, appropriate policies, procedures, and guidelines
- Direct and supervise all support resources for the performance of project assignments and activities.
- Track and support periodic hardware and software upgrades.
- Work closely with support partners to resolve Warranty/AMC related issue.
Operation Manager -
- Coordinate with Wipro technical team of server, network, backup, storage, Patching, database, middleware, voice etc., Vendors, Client, support functions like tools, ITSM, automation, TSG, Major incident team.
- Participate in weekly, monthly, Adoch reviews with client as per business requirement.
- Submit all the reports to resident team for consolidation and submit to client.
- Plan end to end patching activities, coordinate with application/dependent team for services to stop & start.
- Enable required support for VA remediation.
- Participate in major incidents and follow up and update on RCA, execution of CA & PA
- participate in audit requirements and submit all the required artifacts.
- Enable End to end commissioning and decommission activities of all the devices.
- Monitor compliance tasks of all the DC devices.
- Reconciliation of data center assets for proactive monitoring.
- Presentation of monthly decks to client and work open MOM points.
- Conduct internal meetings with domain team for SLA & Pending tickets.
- Play key role in transition of new BU, location, devices.
- Identify area of improvements for improving DC devices performance and successfully execution.
- Review problem mgmt. ticket and work towards closure.
- Participate in risk management and mitigation activities.
- Support round the clock during outbreaks, migrations, upgrades etc.
- Asset and vendor mgmt. for DC devices.
- Capacity & availability mgmt. and reporting.
- Plan and patriciate in CMB and successful change execution and communication.
- Escalation mgmt. and effective communication.
- Play key role in execution of DC project activities.
- Platform /database/Middleware upgrade/migrations activities
- Plan and participate in DC-DR drills.
- Review backup activities and plan for restoration tasks.
OT Support Engineer -
- Troubleshooting OT system OS (windows) issues.
- Support for standard software issues.
- Isolate system issues; diagnose standard software issues and report hardware issues to respective Vendors.
- Installation / re-installation / configuration of systems with the help of Plant IT/Automation Team.
- Support for local area network issues (LAN), DHCP client at system level.
- Install antivirus software and Signature as per guidelines received from Adani Cyber team.
- Install approved patches onto OT Systems post approval from Plant IT / Automation team.
- Troubleshooting hardware issues/ Replacing spare parts on best effort basis (based on availability/ arranged by plant teams)- e.g. power supply, monitor, hard-disk, motherboard, media converters, CD/ DVD drive issues.
- Manually Monitor local application backup on servers. Need to check if backup file created or not on local USB HDD. Escalate to OEM in case of any issues.
- OT hardware inventory record keeping & update.
- Half yearly Physical Asset Verification.
- Manually maintain User List having access to OT Systems under guidance of Plant IT / Automation team.
- Formatting and data removal for obsolete OT Servers/ machines which need to be disposed off (similar to IT procedure).
- For Process Control Systems (PCS), providing basis IT Support related to OS.
Cluster Support - Desktop L1 / L2 Skill
- Cluster support is mainly configured for On Call Support across PAN India for non-resident engineer sites.
- Based on Call / request engineer need to be travel within cluster location for support. Location reach should be within 60 to 180 minutes of travel.
- Support model with Hybrid Hub & Spoke location. Min Distance perimeter between location (50 to 200 KM)
- Region specific Zone configuration for better reach
- Named resource for every cluster with operational backup.
- The following is the sample configuration of Cluster and further this will be done for all locations during contracting stage.
For DCO L1
- CPU, Memory monitoring
- Disk management - creating partitions for the different types of servers.
- Disk space management for OS partition(s)
- System Log file management
- User account management
- Experienced in VM Ware
- Experienced in Active Directory
- Incident and Request Services monitoring
- Request Fulfillment Management
- Review of daily/weekly/monthly checklist
- Zoho Sign Document ID: DF8DD52EF-ZDNONCUM5QZMRBSUKJIWX2IWKIYJVAL4J0AFTCSWLFO
- Internal to Wipro
- Event log analysis at regular interval for maintaining the integrity of servers.
- Repeat Incident / Alert Analysis
- Managing / reconfiguring of DHCP scopes and reservations
- Managing / reconfiguring of DNS
- System State backup
- Managing / reconfiguring terminal services, cluster services, file servers
- Necessary support for restoration or DR drill
- Preparation of MIR for Major Incidents
- Reinstallations raise due to incidents.
- Vendor coordination
- Incident / Request Fulfillment / Change management
- OS level/application level patch management & routine administration.
- Server backup management
- Server consolidation, upgrades and migration services.
- Database performance tuning.
- HA RAC and data guard support services.
- Server monitoring
- User Directory services management.
- Virtual resource chargeback, Virtual resource capacity management.
- Vendor Management
- Walk-through of the Computer centres to monitor computer and facilities equipment,
- Maintain tape library
- Maintain Call List and SLA.
- Create and set up new user accounts/profile, as well as address issues with passwords
- Maintain inventory of data Center
- A Security Engineer job description should include the responsibility of completing a thorough risk assessment, identifying vulnerabilities within a network, and creating firewalls, or configuring systems to enhance existing security features.
- Security Engineers are expected to respond to, and document, any security threats, resolve technical faults and allocate resources to deliver real solutions in a cost-effective way. They must also be proficient in:
- Understanding complex technical issues and managing them within a fast-paced business environment
- Maintaining all the software and hardware in relation to security
- Documenting security certification
- Identifying current and emerging technology issues including security trends, vulnerabilities and threats
- Threat intelligence
- Sourcing and implementing new security solutions to better protect the organization
- Conducting proactive research to analyze security weaknesses and recommend appropriate strategies
- Liaising with vendors to implement security solutions
