Job Description

Overview: Global TOC is a cross-discipline team responsible for level 1 and level 1.5 monitoring, Incident Management and operational support of IT infrastructure events/alerts at Nomura. Role & Responsibilities of the position in brief: Working as part of a regional level 1 & 1.5 production support team, troubleshoot and resolve issues with the firm\'s various infrastructure platforms globally operating under \'24 / 7\' model. Position focuses on server (Unix/Linux, Windows administration) but understanding in other disciplines such as network operations (Cisco/Bluecoat/Juniper device administration), Database, cloud is expected. Proactive monitoring of firm\'s IT infrastructure globally, identify and address issues prior to production impact & provide efficient escalation mechanism to impacting issues as per ITIL framework. Perform SOD/EOD health checks of infrastructure services globally to assess production readiness of IT Infrastructure prior to business open Investigate and resolve issues affecting the firm\'s infrastructure within agreed OLA/SLAs (Operational/Service Level Agreement). Perform \'Incident Management\' activities such as raising major incidents, incidents followup, incident call management, incident resolution assistance etc. Coordinate with other ITIL process teams such as Problem management, change management etc Assist application support and development teams in diagnosing application issues. Collect diagnostic materials and other supporting evidence to identify the root cause of problems. Work as a part of Incident management team to ensure effective management communication Act as Incident Managers during IT infrastructure related incidents which involves Incident identification, Issue resolution and impact assessment. Reach out to system owners and stakeholders in an event of a problem and send out incident notification/communications to appropriate audience. Send out Technical Alerts for high severity incidents and change communications for major IT changes in the system Providing Bridge Support to various ITBU\'s as a part of 1st Line Incident Management team. Involve in several Continuous service improvements initiatives apart from normal alert monitoring such as Alert reduction, Automation etc Qualification, Experience & Skills: Must have solid critical thinking skills and be able to collect and analyze evidence from logs, monitoring and other diagnostics (such as stack traces). Must be able to consistently apply documented processes and procedures. 3+ years of hands on experience with Linux/Unix/Windows administration. Hands on experience troubleshooting/understanding of Network administration (LAN, WAN, Telecom/Voice). It mainly involves administration of Cisco/Bluecoat/Juniper devices. Must have prior experience in an operations/support organization, prior experience in a production support organization in finance/investment banking sector is a definite plus. Knowledge or conceptual understanding of other infrastructure technologies - Database, Core Services, Market Data, Middleware, Storage, etc. Hands-on Incident Management lifecycle, management communication and reporting Effectively able to manage multiple IT bridges at one point of time. Basic understanding of upcoming Cloud architecture. Good knowledge of monitoring and automation tools and basic scripting(Python and Shell) know-how Ability to clearly and effectively communicate with users. Able to effectively balance time between day-to-day support work and project-related tasks. Ability to prioritize and effectively triage issues. Candidate should be self motivated, flexible and adaptable to change, readiness to work in shifts, Customer Service focused with excellent communication skills, a team player Essential Skills: Unix/Linux, Solaris, Windows Administration (3-4 years) Network administration (LAN, WAN, Telecom/Voice) troubleshooting (Desired) ITIL v3 foundation certified Prior experience in Event Management, IT Service Management tools like BMC Remedy, HPOV, ServiceNow etc Good Knowledge about data review tools such as SPLUNK, automation tools such as BMC Atrium Orchestrator, JIRA, Confluence. Must have exposure to Cloud architecture (1-2 years). Working knowledge on Scripting in Python and Shell (Desired) Experience in supporting IT systems in a multi-platform, multi-site, mission critical environment

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