Associate Engineer
Associate Engineer
Posted on :
05-04-2025
Employer Active
1 Vacancy
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Job Description
Description
Position:Application or Operations Support Engineer
Eligibility:4 years of Relevant experience in Application Support Environment
Work Hour Flexibility
- Coverage: 24 x 7.
- Flexibility to work in either morning / afternoon / night shift based on roster.
End User Interaction Management
- Responding to tickets (Service Now or other similar ITSM tool) from Service Desk in a Time Bound Manner within SLA.
- Logging any direct queries / issues coming from end user (via of chat / email / phone) in Service Now
- Tracking of all interactions with users and other support teams in ticketing system
- Good verbal and written communication
Teamwork
- A team player who can support fellow team members
- Willingness to fillin for fellow team members when situation demands
- Keep fellow team members updated Mandatory at Lead Role
- Ability to train new team members when situation arises Mandatory at Lead Role
- Rapidly establish a good working relationship with customers and other professionals such as software developers Mandatory at Lead Role
- Flexibility to adjust work hours to support critical requirements
- Ready to listen and accept feedback from colleagues and supervisor
- A sense of responsibility and being reliable towards a common shared goal
Requirements:
- Strong Communication and Interpersonal skills in working with clients.
- Experience in creating bridges when a major incident occurs.
- At least 2 years of enterprise monitoring & alerting tools experience
- Application: Any middleware(Jobs/transactions) Proxy batch processing and cloud(Azure preferred) basics (Good to have)
- Knowledge of Networking concepts SSL certificatesand Networking protocols.
- Knowledge of Windows Server Linux Operating System& Virtual Machines(VMware/CloudVMs).
- Knowledge of Monitoring tools like Grafana or Kibana SolarWinds and Dynatrace etc.
- Knowledge of Ticketing tools (JIRA ServiceNOW) Documentation(confluence) and Reporting.
Roles & Responsibilities
- Monitor and analyze alerts from various sources.
- Serve as escalation point to support 24x7x365 coverage efforts.
- When an alert is triggered need to drill down to the event to check whether it is a false positive or a true incident.
- Should consistently monitor network errors transaction and all issues pertaining to data transaction failures.
- Coordination with various teams for Network incident response and remediation related activities.
- Escalate issues needs advanced level of troubleshooting to reliability engineering or developers within stipulated time.
- Provide effective communications to all stakeholders to meet SLAs.
- After analysis must raise a ticket which includes all information about the alert. If needed a bridge should be opened.
- Daily Shift Handovers and Peer reviews.
- Coordinate and follow up with other support groups for remediating incidents within SLA.
Required Experience:
IC
Employment Type
Full Time
Key Skills
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