Operations Processing Associate

Service Desk (L1)

Roles and Responsibilities:

• Front line support for IT Infrastructure Monitoring - Infrastructure and Application
• Manage customer reported, automated and human generated alerts relating to service status as first responder, acknowledge them, take corrective action following standard operating procedures
• Knowledge and/or working experience with any Public Cloud Vendors, Preferably Azure/AWS
• Understanding of the following monitoring concepts: Infrastructure, systems, and Application health, system availability, latency, performance, and end-to-end monitoring.
• Basic/Intermediate knowledge of Microsoft AD (password resets, security groups, Sites)
• Exchange online (Mailbox creation, management, migration, mail-flow etc.)
• Basic knowledge in Networking (TCP/IP, DNS)
• Should be versatile in problem solving and resolve complex issues ranging from OS and application faults to creatively improving solution design
• Knowledge of ITSM tool likewise JIRA, ServiceNow
• Experience in ITIL processes including Incident, Problem, Change, Knowledge, and Event Management.

Requirements:

• Good presentation and communications skills with a keen sense of customer service
• Strong problem solving, priority setting, and collaboration skills.
• Ability to make timely and sound decisions
• Ability to multi-task
• Triage and escalate incidents in a timely manner according to standard operating procedures
• Excellent analytical and problem-solving skills.
• Ability to understand operational work processes
• Willingness to learn new technologies
• Contribute to technical knowledge base.
• Flexible to work in shifts, 24x7 environment
• 2 to 5 years overall experience in a technical support role

Work Timings:
24X7 (Rotational Sift)