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职位介绍

Outline of Duties and Responsibilities

• Monitor event consoles for real time incident events.

• Track incidents using a ticketing system and document all steps taken for future review.

• Manage high severity/customer impacting outage events, while maintaining communication to all key stakeholders and providing accurate timeline management.

• Manage a high volume centralized email inbox as well as multiple ticket queues to respond to internal and external requests.

• Follow clearly documented resolution procedures for incidents and requests.

• Maintain Service Level Agreement (SLA) compliance for Time to Engage, Time to Escalate, and Time to Fix within the Service Operations Center.

• When unable to resolve issues at the Tier 1 level, escalate incidents to on-call engineers following clearly defined standard operating procedures (SOP).

• Provide clear and detailed verbal/written communications to both internal and external parties.

• Assist in maintaining systems and product documentation to ensure the highest level of knowledge within the SOC.

• Manage high severity/customer impacting outage events, while maintaining communication to all key stakeholders and providing accurate timeline management. Be able to multi-task multiple events/outages simultaneously while working towards resolution.

• Provide communication support for scheduled and emergency maintenance events across multiple technical teams and product platforms.

• Mentor junior team members and provide technical/procedural assistance where applicable.

• Leverage technical experience to provide additional context for incidents to systems engineers which may fall outside of existing documentation.

• Support the vision and values of the company through role modeling and encouraging desired behaviors.

• Participate in various company initiatives and projects as requested. Experience, Skills and Qualifications

Experience, Skills and Qualifications

• BS degree or Military technology experience or equivalent experience.

• One or more of the following certifications highly desired: LPI, MCITP, Server+, Network+, CCENT, CCNA, ITIL.

• 1+ years working within a 24x7x365 service/network operations center role.

• Experience with the ITIL or MOF based guidelines for service operations.

• Experienced in both Linux and Windows server based environments.

• Familiarity with fundamental networking/distributed computing environment concepts such as DNS, IP networking, routing, etc.

• Familiarity with fundamental concepts of relational database systems and corresponding query languages.

• Ability to communicate effectively at all organization levels and at different levels of technical knowledge.

• Strong commitment to the overall customer service organization and other members of the team treating all clients, both internal and external, with the highest level of professionalism.

• Proven ability to work effectively both independently or as a team member with peers and/or senior technical staff.

• Must be available to work non-standard shifts (swing and overnight) in a 4x10 rotation providing 24/7/365 coverage.

• Experience with shell scripting and automating tasks a plus.

Experience with Network attached storage and virtualization a plus.

工作详细内容

全部职位:
5 发布
工作时间:
晚班
工作类型:
工作地址:
性别:
没有偏好
最低学历:
学士
学位头衔:
BS degree or Military technology experience or equivalent experience.
职位等级:
资深专业人员
电话预约已成功,我们的专家会在短时间内与你联系:
3年 (Experience with Network attached storage and virtualization a plus.)
在之前申请:
Aug 08, 2021
发布日期:
Jul 07, 2021
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Dinco Pakistan

· 11-50 员工 - 拉合尔

Dinco Pakistan.