Technical Support Intern

SCOPE OF WORK

- Holistic monitoring of applications with drill-down on the platform layer (Network, infra, middleware, apps, database) etc.
- To work on commercially available tools such as Dynatrace, SolarWinds, ServiceNow, ManageEngine - Should be able to design new tools to monitor and configure smart alerts to discover failures/issues. - Expertise of writing code (including Python, Shell Script, PowerShell; databases like SQL - Good understanding of modern software development methodologies (Object).- Understanding of Infra & application monitoring tools ServiceNow ITOM, Nagios, SolarWinds, Dynatrace, Prometheus & Grafana, and equivalent.

NOC Responsibilities

1. Monitoring platforms/alerts through tools
2. Open bridge call for all critical/major incidents
3. Triage the incidents.
4. Notify all relevant stakeholders for critical/Major issues- Support team, L2, IT, Sales, Bizops, DM team etc.
5. RCAs- Platform & Services
6. CCM Management
7. Incident Management
8. Monitor health, performance & utilization of platforms.
9. Publish platform wise health dashboard.
10. Monitor & publish customer KPIs
11. Alert optimizations & tools configuration.
12. Continuous improvements
13. Tickers closure within SLA
14. Documentation/SOPs building
15. Logging your work