Maintenance and Monitoring Tool Engineer

Shift: 6pm IST to 3am IST

Work Model: Hybrid

Maintenance and Monitoring Tool Engineer

Responsibilities:

• Assists or performs installation, configuration and troubleshooting the different tools
• Validates customer connectivity is properly configured and working as excepted
• Performs investigations and Root Case Analysis on major issues, as requested / directed
• Documents all process and procedures related to the tools environment
• Participates in Continuous Improvement initiatives to ensure process documentation remains relevant
• Performs demonstrations of the tools to current and prospective customers in conjunction with sales of maintenance and managed services
• Assists in internal escalations for issues with the tools and external escalations to the tool manufacturer (if needed)
• Diagnoses and evaluates complex issues
• Maintains Management of Service Request and Incident tickets using the ConvergeOne ticking system
• Completes customer audit to ensure all devices are properly configured for monitoring
• Provides solutions to a diverse range of complex problems
• Takes charge and responsibility to provide leadership to client and the CSC, and consistently exceeds client expectations
• Provides accurate and timely updates on project work to the client and CSC leadership and staff as required/directed
• Manages positive customer satisfaction levels
• Performs all job functions in a positive, highly professional demeanor
• Performs periodic performance reporting to support capacity planning
• Liaises with tool manufacturers for ongoing hardware/software needs as product lifecycles occur
• Conducts training of CSC support staff and management as requested / required
• Manages and assists team members projects and troubles associated with installation, configuration and troubleshooting the physical and virtual server instances
• Performs engineering of Service Agreement (SA)-related solutions for various project and operational needs
• Installs new/rebuilds existing servers and configures hardware, peripherals, services, settings, directories, storage, etc. in accordance with standards and project/operational requirements
• Develops and maintains installation and configuration procedures
• Performs daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups

Required Qualifications

• 3+ years of experience in customer relationship management
• Experience working in large corporate environments (minimum of 5,000 user environments)
• 5+ years background in telecommunications or data network maintenance and/or monitoring
• 3+ years Windows or Linux server environment administration and/or use
• Expert in configuration and modification of SNMP based alerting
• Working knowledge of Networking protocols and firewall configuration
• Working knowledge in SAT commands
• Exceptional, definable leadership experience with proven results
• Highly knowledgeable of technology industry trends and strategies
• Ability to communicate (orally and written) clearly and effectively in English
• Superior negotiation, coordination, and conflict resolution skills
• Strong analytical, interpersonal, and relationship building skills
• Strong sense of urgency and commitment to get the job done
• Strong work ethic and personal drive to excel
• Exceptional organizational skills and attention to detail
• Knowledge of computer-based information systems
• Ability to analyze complex information system data
• Ability to use (and learn new) complex systems, technologies, and applications
• Ability to adapt to change quickly and multi-task.

Desired/Preferred Qualifications

• Avaya Certified, ACS, or ACE
• Expert in Avaya products and MIB’s
• Tools Manufacturer Certified (ScienceLogic, PRTG, etc)
• Data Manufacturer Certified (Cisco, Juniper, Extreme, etc) , CCNA equivalent or above
• More than casual exposure to a best practice framework: 3+ years practical experience and holder of valued certification such as Six Sigma Green Belt, or ITIL Foundations