Proactive monitoring and analyzing of the health and status of the production environment and network infrastructure.
Perform first level hardware/software problem analysis, identification, and resolution; execute problem documentation, escalation and notification procedures.
Work closely with internal support groups and external service providers to identify, resolve or coordinate the resolution of Network and System Application problems and issues.
Communicate issues and incidents to all levels of the organization as required.
Keep management apprised of all critical issues as per the escalation procedures
Monitoring of daily production batch jobs or other system processing
Application real-time transactions statuses
Monitor server and network outages
Process trouble tickets created by customers and other team members
Process and document alerts associated with job failures, successes, or other issues.
Create and maintain documents and procedures
Knowledge of Microsoft Windows Server, and ability to navigate, manipulate and troubleshoot in networking environments.
Experience working with a ticketing management tools
Experience working with monitoring tools
Perform tier 2 and 3 diagnostics, troubleshooting and problem resolution
Good Understanding of IP networking, and troubleshooting
Prior experience working in a NOC environment is preferred
Experience in Desktop troubleshooting, reimaging PC and Laptops