Technical Support Engineer - NOC

Skills:

Incident Management, AS400 Administration, ITIL, Infrastructure Monitoring, Network Operations Center (NOC), Dynatrace, Manage Engine, Solarwinds,

Job Title

Technical Support Engineer - NOC

Job Purpose

Monitor Infra/App alerts in ME Monitoring toolsMonitor Mail alertsLog incidents and run bridge callsRun EOD jobs for the Bank

Qualification

Any Degree (Computer background preferred)

Certifications

ITIL Foundation, AZ-900, MCSE, CCNA

Experience

Total 3-5 years of experience in Infrastructure Monitoring and L1 knowledge in IT

infrastructure of Bank

Reporting To

Service Delivery Manager

Responsibilities (includes All Tasks)

Hands on experience in Monitoring tools - Manage Engine - APM & OPM is mandatoryGood understanding of ITIL process and ITSM Tools to manage Incidents, Changes, service requests and work orders.Hands-on experience in banking environment

Hands On Experience In EOD And SOD (Finacle Preferred)

Hands on experience in AS400 operation (at least basic) and Mimix knowledge is added advantageShould have good fluency in English - read/write and good verbal communicationPerform Incident Analysis for recurring IncidentsBackup MonitoringMonitor a wide variety of information and network systems that include, but are not limited to telecommunications circuits, LAN/WAN systems, routers, switches, firewalls, VoIP systems, servers, storage, backup, operating systems and core applicationsDocument all actions in accordance with standard company policies and proceduresNotify customer and third-party service providers of issues, outages and remediation statusWork with internal and external technical and service teams to create and/or update knowledge base articlesShould have experience MIS reportsShould have previous experience working and interacting with Senior leadership team membersSupport multiple technical teams in 24/7 NOC operational environments with high uptime requirements. Comfortable to work in day/night shifts

Technical Skills /Competencies

MANDATORY

ITIL Foundation certifiedHands-on in Incident & Problem ManagementExperience in using ME monitoring (APM & OPM) and ITSM (BMC Remedy) toolsA minimum of three years of experience supporting and monitoring network systems, servers or storage in an enterprise environment. Previous NOC experience is strongly preferred.Understanding of key network monitoring protocols including SNMP, NetFlow, WMI, syslog, etc.Knowledge of Microsoft server OS and Network DevicesRunning EOD Batch jobs for Bank

Soft Skills

MANDATORY

Excellent written, verbal and interpersonal skillsStrong customer communication skills, with the ability to communicate clearly with customers and technical personnel in high-stress situationShould have previous experience working and interacting with Senior leadership team membersShould have experience in handling IT monitoring for Banks