Network Operation Engineer (1-5 yrs)

About Company
Agilysys is well known for its long heritage of hospitality-focused technology innovation. The Company delivers modular and integrated software solutions and expertise to businesses seeking to maximize Return on Experience (ROE) through hospitality encounters that are both personal and profitable. Over time, customers achieve High Return Hospitality by consistently delighting guests, retaining staff and growing margins. Customers around the world include branded and independent hotels; multi-amenity resort properties; casinos; property, hotel and resort management companies; cruise lines; corporate dining providers; higher education campus dining providers; food service management companies; hospitals; lifestyle communities; senior living facilities; stadiums; and theme parks. The Agilysys Hospitality Cloud combines core operational systems for property management (PMS), point-of-sale (POS) and Inventory and Procurement (I&P) with Experience Enhancers that meaningfully improve interactions for guests and for employees across dimensions such as digital access, mobile convenience, self-service control, personal choice, payment options, service coverage and real-time insights to improve decisions. Core solutions and Experience Enhancers are selectively combined in Hospitality Solution Studios tailored to specific hospitality settings and business needs. Agilysys operates across the Americas, Europe, the Middle East, Africa, Asia-Pacific, and India with headquarters located in Alpharetta, GA. For more information visit www.Agilysys.com.

• Handle critical incidents and escalations within the NOC
• Identify and assess the impact of incidents.
• Coordinate with other teams and vendors to resolve incidents.
• Restore normal service operation as quickly as possible.
• Communicate incident status and resolution to stakeholders.
• Participate in incident post-mortems and root cause analysis.
• Assist in maintaining incident management process and procedures.
• Ensure compliance with industry best practices and standards such as ITIL.
• Provide regular reports on incident management performance and activities.
• Ensure that incident management process and procedures are able to meet the needs of the organization in the event of a disaster or other emergency.

• Minimum of 2 years of experience in incident management.
• ITIL certification or equivalent experience.
• Strong understanding of incident management process and procedures.
• Experience in monitoring tools like Dynatrace/Splunk/NewRelic and Azure Monitor...
• Strong communication and interpersonal skills.
• Strong problem-solving and analytical skills.
• Experience with incident management best practices.
• Experience with incident management tools like ServiceNow/Remedy/ServiceDesk Plus ...
• Should be able to work in rotational shifts.