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Guardian Life Insurance Company
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Senior Engineer - IT

Senior Engineer - IT

Guardian Life Insurance Company

4 years

0 Lacs

Gurgaon

Posted:2 days ago| Platform: GlassDoor logo

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Skills Required

servicenow monitoring zenoss troubleshooting aws network resolve support procedural restore service stability management itil training reports trending reporting server linux unix cisco terraform security networking tcp ip symantec appdynamics documentation triage drive leadership integrity word excel powerpoint certifications flexibility

Work Mode

On-site

Job Type

Part Time

Job Description

Job Description:

Job Description

POSITION RESPONSIBILITES

Monitor the ServiceNow ticket queue and event monitoring tools (Zenoss) for incoming incidents & requests
Perform initial investigation and/or troubleshooting of systems (windows/ Linux/ AWS) and network issues to resolve issue basis SOPs available
Process all support incidents and Task requests within SLA by following procedural requirements
Escalate to secondary support teams in timely manner, where necessary, to ensure timely resolution
Thoroughly document steps taken to resolve or escalate incidents within ServiceNow tickets
Participate in Bridge calls to help resolve system outages and restore service to users and Guardian partners
Identify and address repeating alert trends or non-actionable alerts to streamline and optimize services
Suggest defects and product/infrastructure enhancements to improve stability and automation
Perform Incident management based on ITIL principles
Participate in periodic skills enhancement sessions and training courses
Prepare and deliver standard scheduled reports to support service trending and optimization
Develop, document and update standard operating procedures and knowledgebase articles.

REPORTING RELATIONSHIPS

This position reports to the EOC Manager.

CANDIDATE QUALIFICATIONS

Functional Skills

EOC team needs to perform on 4 Technologies primarily, and candidate needs to one expertise in 1 of these and working knowledge in others: The technologies are:
- Windows Server Administration
- Linux and Unix Server Administration
- Network Administration and Telecom services
- AWS DevOps
Working knowledge of the following industry standard technologies is required for this role, including:
- Server Hardware (Cisco UCS, IBM P-Series)
- Cloud Technologies (Amazon Web Services (AWS) Core Services, Terraform, Security Groups, Jenkins)
- Citrix
- Microsoft Active Directory
- Networking (TCP/IP, QIP (DNS), Wireless, F5, Riverbed)
- Security (Anti-virus (Trend Micro, Symantec), SSL Certificate Management)

Strong experience working with ticketing tools such as ServiceNow, Zenoss or any other monitoring tool, Cloud monitoring tools (CloudWatch, CloudTrail), AppDynamics (or similar APM tool)

Strong problem-solving and troubleshooting skills
Keen analytical and structured approach to problem solving
Ability to follow instructions and Standard Operating Procedures (SOPs)
Excellent written and spoken English language skills with an ability to speak loudly and clearly
Outstanding customer service skills and dedication to customer satisfaction
Excellent documentation skills
Proven ability to work independently
Ability to work well in a team environment
Ability to accommodate flexible work schedules
Ability to triage outage bridge calls and drive calls to closure.
Comfortable with “crisis” situations that require critical thinking, problem definition and diagnosis skills
Ability to speak confidently with Developers, Engineers and Management

Leadership Behaviors

Take ownership & accountability for actions and results
Takes action to resolve customer problems promptly & to ensure customer satisfaction
Demonstrates high standards of professionalism, integrity & customer service

POSITION QUALIFICATIONS

Total of 4 years+ experience including a minimum of 2 years of experience in a 24x7 Network Operations Center & Service Management role
Strong Microsoft Word, Excel, PowerPoint skills
Bachelor’s Degree or similar required

A +, Network +, Security +, Microsoft, Cisco Certifications preferred
Flexibility to work in 24x7x365 shifts on rotational basis
Must be comfortable working in a highly critical, fast paced environment with shifting priorities

The EOC is available 24x7x365 and requires onsite coverage. Shifts can vary across a 24-hour clock. Shifts may change periodically to vary work days.

Location:

This position can be based in any of the following locations:

Chennai, Gurgaon

Current Guardian Colleagues: Please apply through the internal Jobs Hub in Workday

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