ITSM Engineer

Job Description

What are we looking for? Knowledge of Incident, Change, and Problem Management systems. Good to have ITIL certification. Working experience with any alert Monitoring and logging tool(preferably Grafana, Prometheus, Zabbix, New Relic, Pingdom, EFK/ELK, etc). Basic understanding and knowledge of Cloud platforms such as AWS, Azure, or GCP. Application and IT infrastructure Monitoring and First-line support for all our SAAS clients. Basic understanding and knowledge of ITIL, ITSM, Incident Management, Change Management, and Administration of Ticketing tools (SNOW, JIRA, Remedy, etc). Responsible for assisting in software upgrades/updates/migration including patches, tools, and applications updates. Work on CIM(Critical Incident Management) for incidents that impact business-critical services, applications, and infrastructure. Work closely with SMEs and technical teams to quickly identify customer impact (who, how, when) and correspondingly implement strategies that will increase reliability, availability, and uptime for services. Prepare executive summaries of P1/P2 incidents and communicate them in a timely manner tailored to relevant audiences. Identifies opportunities and takes ownership for automation and/or continuous improvement of Incident Management process and best practices. Experience in documenting processes, escalation management, trouble ticket initiation & tracking, and excellent problem data gathering skills. Coordinate problem tracking and deriving permanent resolution by approaching concerned teams. Understanding of networking, firewalls, and load balancing concepts. Understanding of Agile, DevOps methodologies and processes. Strong team player with the flexibility to work in shifts in a 24x7x365 environment. Expected Skill set: Knowledge of Incident, Change, and Problem Management systems. Good to have ITIL certification. Working experience with any alert Monitoring and logging tool(preferably Grafana, Prometheus, Zabbix, New Relic, Pingdom, EFK/ELK, etc). Basic understanding and knowledge of Cloud platforms such as AWS, Azure, or GCP.