Job Description

Description: REPONSIBILITIES Troubleshoots low-to-moderate technical problems within acceptable service levels, often with assistance from teammates Communicates primarily within functional teams to provide problem resolution updates Strives to understand and leverages technical and incident communication structure Utilizes internal resources and teammates to investigate technology and comprehend procedures Monitors and reacts to output from tools and monitoring systems and applies information to outages and Additional Details This req is for IT L1/L2 ACC support (24/7 support queue). As a Analyst, IT Service Operations, the candidate will be responsible for providing L1/L2 production support for large enterprise systems and applications and with opportunities to work on Site Reliability Engineering initiatives. Candidate will work with Sales Operations team from different regions on providing solutions for any issues, incidents, requests and tasks on Sales applications and tools. You will be making use of different monitoring tools like Catchpoint, Splunk, Dynatrace, etc., in addition to analytical skills to proactively identify any issues. : Investigate, diagnose and resolve incidents to restore a failed IT Service as quickly as possible and within the specified SLA . Document troubleshooting steps, service restoration details and create knowledge articles as required. Apply business impact analysis techniques to evaluate impact of high severity problems, or potential impact of proposed changes. Participate and act in lead in critical/major incident management (Sev 1 & 2), problem management and change management processes. Act independently under general direction and perform system-wide root cause analysis and drive improvements. Work with Business and IT teams, globally, and across cultural boundaries. Propose and implement systems enhancements that will improve its reliability and performance. Essential Requirements: Bachelor\'s degree in Computer Science or Electronics &Communications or IT or related fi elds involving software and systems engineering. 2+ years\' experience in technology domain in large enterprises which includes 1 year experience in Production Systems Monitoring and Systems Engineering from support perspective using ServiceNow or similar tools. Experience in production support or Site Reliability Engineering in problem solving Production issues in large enterprises and/or Experience L1/L2/L3 Support, Incident Management, Problem Management, Root Cause Analysis. Experience in Salesforce (Classic/Lightning) domain. Experience in various R-DBMS tools and exposure to full stack development on Microsoft .Net and related platforms and/or programming skills . Ability to work in rotational shifts (including weekends). Desirable Requirements: Experience in proactive monitoring of production infrastructure of distributed systems in a large enterprise setup on tools like Catchpoint, Dynatrace, Splunk, Mongo DB Admin. Knowledge of client/server networks. ITIL v3/v4 certification. Good communication skills.

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