Job Description

Senior Engineer - NOC Services

• SLO adherence
• Maintain clear Case/RCA documentation
• Follow runbooks / escalation charts (Multiple SOP's to be followed as you would be helping multiple customer and their environments)
• Understand Customer impact of issues and accordingly prioritize/escalate issues
• Maintain high degree of professionalism in every customer interaction
• Serve as primary owner for all endpoint (servers/workstations/nw devices) issues and alerts that would get triggered from the Managed Machines or internal servers.
• Perform alerts verification and then proceed with systems troubleshooting and management and close the Tickets within defined Processes.
• Update internal knowledge base of new support solutions as required.
• Besides handling system alerts/tickets, complete assigned task by the Tech leads/Mgrs on customer facing issues.
• Ready to take up Multi-tasking i.e handling multiple tickets/tasks (on Server, Desktop, Application Issues) and resolve them based on priority.
• The candidate must have good verbal and written communication skills.
• Must be willing to work in 24*7 set up with rotational shifts.
• Demonstrate logical and effective troubleshooting on -
• User Authentication Issues / 0365 administration
• GPO Issues
• Microsoft / Windows Patch failure Issues
• Replication Issues
• Backup Failures
• OS (Server & Client) Level Issues
• Resources related issue troubleshooting (disk space, cpu, memory utilization, etc)
• System Crash, Unplanned/unexpected reboot investigation/troubleshooting
• Uplanned/Unexpected automatic Services stop issue investigation/troubleshooting
• Reviewing issues, investigating thoroughly using eventlogs, crash dumps,updatelogs and other application logs