Job Description

Job Purpose (Job Summary):

Provide technical expertise in the maintenance and support of the company's Monitoring Infrastructure and Application environment. Identify and resolve issues, improve system functionality and search for system improvement opportunities. Additionally, maintain and follow all relevant procedures and documentation, reviewing and updating where required.

Key Responsibilities / Duties:

• Monitoring the infrastructure like Servers (Both Windows, Linux & Solaris), Network devices (Both Cisco & Juniper:- Switches, Routers, firewalls, WLC ,WAP, VPN, UPS Etc.) And Communication Links (MPLS - GWAN), Storage devices (Dell, Hitachi and HP) and Applications.
• Perform Business Ready Checks for critical applications and Batch jobs take necessary action on the failures and report as appropriate
• provide L1 support for all application related incidents/task/requests
• Utilizes enterprise monitoring solutions to identify alarms that have been triggered against the Entire environment and acknowledging the alerts / creating the tickets(Incidents) and assign to relevant teams.
• Identify and track all problems relating to the production environment, resolve issues whenever possible and escalates if necessary, provides support for calls and emails to ensure all interactions are timely and professional.
• Proactively contacts stakeholders when production services are significantly delayed or impacted.
• Sharing the performance reports for IT Infrastructure devices to the respective support teams for analyzing.
• When a problem impacts the IT services, the NOC Engineer works to triage or troubleshoot the problem, if possible. NOCs generally have standard operating procedures that the NOC Engineer will closely follow. This may include coordinating with third-party vendors, customer contacts, or other IT team
• When requested provide intelligent hands-on support for all areas of the Infrastructure Services Group.
• Monitor the performance and capacity of computer systems using a variety of tools, Anaylse hardware,software and environmental alerts.When an issue is identified, NOC engineers work to determine the cause of the problem and collaboarte with respective teams till it get resolved
• Participates in creation and ongoing maintenance of documentation to ensure that clear, concise and accurate information is readily available to assist with incident resolution.
• Provides a complete and accurate summary of all activities during shift turnover, to ensure continuity with peers.
• Basic knowledge on Enterprise Monitoring Tools like Solarwinds Orion / SCOM ..etc
• Knowledge on ITSM tools like ServiceNow / BMC Remedy..etc.
• Knowledge on ITIL Process.

Work Experience / Knowledge:

• 0-1 years in a NOC or L1 Support for Applications or similar technology.

• Previous experience in a Financial Services, highly pressured environment essential.

• Must possess an up-to-date understanding of all Infrastructure technologies and a good technical knowledge of Wintel Services.

Skills / Other Personal Attributes Required:

• Must have ability to diagnose and solve problems while maintaining professionalism and courtesy.

• Interpersonal skills necessary to effectively communicate at all technical levels.
• Be able to demonstrate commitment to exceptional client service.
• Excellent communication skills with the ability to understand and converse in English, verbally and in writing.
• Be able to work adhere to Invesco technical and operational procedures and policies.
• The necessary interpersonal skills to effectively interact and communicate throughout the IT organisation with individuals of varying technical abilities.
• Self motivated, enthusiastic, approachable and people oriented.

Formal Education: (minimum requirement to perform job duties)

• Degree(BCA)/MCA/BTech or equivalent experience.

License/Registration/Certification: (minimum requirement to perform job duties)

• None

Working Conditions:

• Normal office environment with little exposure to noise, dust and temperatures.
• The ability to lift, carry or otherwise move objects of up to 30 pounds is also necessary.
• Normally works a regular schedule of hours, however hours may vary depending upon the project or assignment.
• Hours may include evenings and/or weekends and may include 24 hour a day on call support by pager and/or cell phone.

Competency Requirements - Invesco Core:

*Please refer to IPMP manual for competence descriptions

• We are passionate about our clients' success
• Working together, we achieve more
• We believe in the continuous pursuit of performance excellence
• We earn trust by acting with integrity
• People are the foundation of our success