Job Description

Responsible for issuing an acknowledgment On Time and own the full responsibility to drive the key metrics MTTA (Mean Time to Acknowledge) & MTTE (Mean time to Engage) Ability to correlate alerts and create a meaningful picture to conclude an impact Ability to understand and correlate logs to problems Aggressively chase the relevant On Call teams to Engage the final resolver for the Incident in the shortest possible time Log all Incident/Service Request details, allocating categorization and prioritization codes Record and classify received Incidents and undertake an immediate effort in order to restore a failed Service as quickly as possible Keep users informed about their Incidents status at agreed intervals Provide first-line investigation and diagnosis of all Incidents Verify resolution with users and resolve Incidents in the ITSM tool Escalate Major Incidents to the Incident Commander & others as per Escalation Matrix Escalate Incidents at risk of breaching Service Level Agreement to the Incident Coordinator or others as required Who can be deployed for this roleQualification: BSc, B Tech (other Graduation also works provided they have relevant experience) 1-3 years of experience in Monitoring distributed systems Knowledge of Nmon, Nagios, Grafana, Solarwinds Orion, Centreon OR any such monirning tool is mandatory Knowledge of basic ITIL concepts of Alerting and Incident Management Exposure to working in a 24/7 production operations support environment and Incident Management Need to work in Rotational shifts Work location: Hyderabad (No Work From Home)