Job Description

• Bangalore, India Office

Description:

Reporting to the Support Lead, you will need to provide L2 level of support to MRI cloud infrastructure, monitor alert, triage, and resolve the incidents, escalate to appropriate teams if issues are not resolved.

The day-to-day responsibilities will include:

• Continuously Monitor IT Infrastructure, work on alerts and resolve. Escalate the issues to next level if required.
• Work experience on Infrastructure monitoring tools like – Logic Monitor, Kaseya, Nagios and New Relic
• Monitor application performance from New Relic and act on alerts, resolve
• Prepare weekly reports, monthly reports of alerts / tickets worked on and calculate SLA and review performance
• Research and identify solutions to software and hardware issues
• Diagnose and troubleshoot technical issues, including account setup and network configuration
• Restoring a failed IT Service as quickly as possible and update the client
• Incident Management based on ITIL process
• Prioritise and manage multiple tickets related to different technologies where you are requested to work as per the client requirement
• Ensure that any technical issues on a service ticket are escalated efficiently and resolved as quickly as possible
• Change Management and Release management process based on ITIL
• Track computer system issues through to resolution, within agreed time limits and update the ticketing tool
• Ask customers targeted questions and deal with them through a series of communications and updates until the issue is get resolved.
• Provide prompt and accurate feedback to customers and update the client about the resolution
• Refer to internal databases, knowledgebase or external resources to provide accurate tech solutions without violating the SLA
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting

Technologies:

•       Windows Server Administration 2008R / 2012 / 2012R2 / 2016

•       Microsoft Office 365

•       Microsoft Exchange 2010 / 2013 / 2016

•       Backup Technologies,

·       Veeam Backup and Replication 9/ 9.5/

·       Zerto backup

·       Quest Rapid Recovery

•       Hypervisor - VMWare vSphere 6 / 6.5 / 6.7

•       Networking – Cisco, FortiGate, Meraki

•       Cloud Services – Azure, AWS, Forcepoint

•       Citrix – XenApp, NetScaler, Provisioning Services

•       ITIL

•       End point protection, Sophos and Kaspersky

•       IT Infrastructure Monitoring tool, Logic Monitor, SolarWinds and PRTG Network monitor, Kaseya

•       Microsoft SQL Server / 2008/2014/2016

•       ADFS /DFS / IIS and Print Servers

•       Storages and SAN Devices, Dell/ QNAP/ HP

•       Remote Server Management – Kaseya, RDP, VNC

Activities:

•       Daily Server health check monitoring and update

•       Backups Administration – Checking and troubleshooting of backup jobs

•       Active Directory Account Administration (Account additions / changes)

•       Technical Information gathering for service delivery reporting

•       Escalating hardware failures to third party vendors  

•       Responding to monitoring alerts and fix the issues

•       Troubleshooting Windows Server related issues

•       Printer troubleshooting

•       Windows server patching

•       Email Spam Management

•       Firewall Administration

Operation - NOC is 24*7*365 operation covering most of the MRI geographical regions, work 5 days in a week, 2 days week-off (not necessarily on Sat-Sun) and work on public holidays for which comp off will be provided.