Incident Manager

Netmagic Solutions Pvt LTD
  • Mumbai
  • Confidential
  • 6-10 years
  • Views
  • 07 Dec 2016

  • IT/ Information Technology

  • IT/ Technology - Software/ Services
Job Description

Ensuring high quality, consistent technical Customer Support ensuring that these Support Services meet (or exceed) their internally and externally prescribed Service Level Agreements (SLAs)Implement and maintain “Best Practice” (ITIL) technology and processes to ensure high customer satisfaction and good technical outcomesHands-on experience in performing 2nd level remote fault analysis and troubleshootingFunction as single points of contact for infrastructure needs of datacenter managed servicesExperience in handling Complex issues and Excellent Product KnowledgeCarry out the troubleshooting on Linux OS/Windows/Network and applicationsEnsure monitoring infrastructure 24 X 7Hands on experience on monitoring and Infrastructure management toolsCoordinate with different teams geographicallyManagement of employees in the customer service team, publishing rosters, KPI measurementActively be part of resolution process for any fault / performance issuesResponsible for executing SOP related activitiesEnsuring that the processes and procedures involving all company services are kept up to date, and are being followed appropriatelyWork with the relevant stakeholders and the team to carefully plan, design and deploy with continual improvements to service qualityCo-coordinating for driving the uptime of the various client projects being managedRaise and also technically update the tickets in ticketing system for all the issues handled / worked uponApply patches to the OS / applications or upgrade the applications as and when required, as per the approval from the respective Customer TeamExperience in vendor managementKeep track of capacity and security aspects and analyze it in light of the business requirements of customers and proactively ensures scalability and optimal use of existing infrastructureStrong knowledge of Internet Protocol Suite and layersAdvanced experience with DNS, LDAP, NTP, SMTP, SNMP, SSHKnowledge in storage technologies and RAIDKnowledge in performance tuning and capacity planningSystem management through scripting, automation and policiesSupport and plan system backups and data recovery strategiesBasic network knowledge and fundamentalsOn-call rotation for afterhours support and scheduled maintenancesPrior supervisory experience is a mustProject coordination experience requiredAble to adapt to quick requirements change and produce fast solutionsExcellent written and verbal communication skills are a mustAbility to adhere to policies & procedures

Secondary Responsibility:

Knowledge on monitoring & ticketing toolsMIS reportingConflict ManagementAnalytical skillsProblem Solving ability

Mandatory Technical Skills:

For Windows TL
Windows Administration preferably Windows 2K3, 2K8, 2K12Knowledge of SQL 2K8, 2K12 installation, database creation, backupHands on experience on AD, Exchange, DNS, IIS, AntivirusMust be ITIL &MCSE certified
For Network TL
Must have experience on CISCO devicesMust have experience on LAN & WANKnowledge on Checkpoint FirewallMust be ITIL &CCNA certified
For Linux TL
Profiles having Linux experience in IT industryHands-on experience in performing 3rd level remote fault analysis and troubleshootingMust be ITIL &RHCE certified

Desired Technical Skills:

Excellent communication skills both written and verbalSelf-driven and motivated to achieve successTeam PlayerAssertive in communication

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About Organisation

Netmagic Solutions Pvt LTD