Purpose of the Job and Accountability

• 24*7 monitoring support for in-scope infrastructure.
• Develop and acquire detailed knowledge of the environment.
• Handle escalations and assist in creation of RCAs.
• Possess the ability to work under pressure and the ability to communicate with stakeholders.
• Generate Operations report.
• Manage bridge calls and notify respective support groups.
• Perform GAP analysis.
• Creation of SOPs and Knowledge Base.
• Capture alerts, raise incident tickets and escalate to respective team.
• Provide phone support 24*7*365.

Responsibilities

• Act as a first point of escalation/consultation for the team on technical, procedural and process related queries.
• Manages the team in his/her respective shift.
• Should have worked with monitoring tools like BBPM, HP NNM, and Solar Winds Etc.
• Should have worked with ticketing tools like Remedy, Service Now etc.
• Assists the team lead in maintaining and updating documents in central repository for the benefits of the entire team.
• Ensure proper shift handover to the next shift.
• Work in rotational shifts to provide 24/7 monitoring of the IT infrastructure.
• Liaise with the Merck Critical Incident Management Process Owner and Chair Process Review Meetings.
• Coordination and management during major incidents.
• Production and maintenance of the major incident communication plan.
• Facilitating the production and maintenance of the major incident restoration plan.
• Production of major incident progress updates.
• Participation in major incident reviews.
• Conduct regular Process Compliance Checks and Quality Reviews to ensure that the process is being followed consistently.
• Escalate any inconsistencies in the monitoring environment with the respect to the monitoring tool configuration, alert thresholds, alert message enrichment and false alerts.
• Discuss operational challenges and constraints in team meetings and with the management to ensure timely resolution.
• Assist Track Lead to resolve Operation Challenges and constraints if any within the team or in project.
• Should have understanding on experience Hands and Feet role like managing media, tape handling etc.
• Assisting third party vendor who comes for on-site Break fix support
• Analysis and reporting of incident trend data to identify and eliminate root causes.
• Managing root cause analysis between technical teams.
• Should have basic understanding on Problem management process,
• Production of statistics and trend reports to demonstrate performance of the Problem Management process

Skills

• Knowledgeable in ITIL concepts [Incident Management, Problem Management etc.].
• Should have worked in high pressure work environment and ability to multitask.
• Basic support experience on Windows/Unix Servers, Network Devices, Backup.
• Excellent Verbal and written Communication skills.
• Hands on experience with the following.
• Any alert Monitoring tool BPPM, HP NNM, HP OVO etc.
• Incident, Problem and change life cycle process
• Any ITSM tool e.g.: Remedy, Service Now etc.
• Generating reports.