Technical Operations Engineer

About the job Technical Operations Engineer Job brief

The Primary Duties of a Technical Operations Engineer are to serve as a second touch resolver of tickets escalated from the Enterprise Service Desk and to validate/remediate monitoring alarms/alerts. Additionally, a Technical Operations Engineer will be responsible for Notifications and Escalations to the appropriate resolver groups when needed as per ATSGs ITSM toolsets.

Responsibilities:

• • Act as a 2nd touch resolver for escalated tickets.
  • Performance Monitoring/Remediation (Server, N/W, VM, Cloud- Infra and UC)
  • Responsible for the continuous monitoring and support of operations center scope of work.
  • Inspect hardware, software, and environmental alerts or malfunctions and if anomaly is identified, minimize the service impact, and restore services to normalcy following the set process and procedures.
  • Validate the anomaly following the approved standard operating procedures.
  • Attempt remediation per documented steps and access levels.
  • Coordinating with ISP/ vendors, customer co-ordination, and other internal teams.
  • Detect events, correlate, validate, follow Runbook procedures and act to avoid a potential incident or lower the intensity of an incident impact proactively
  • Create/update ticket, carefully track and document the sequence of events and resolution in detail in the platform.
  • Escalate the issue to next level Engineering and follow escalation matrix, (other IT resources or 3rd party vendors for assistance in reaching a resolution) as and when required.
  • Maintain ongoing communication within the team and anyone involved in the service restoration efforts, to keep all stakeholders aware of relevant, known issues and the steps being taken.
  • Implement actions in support of root cause analysis and problem remediation
  • Understand business dynamics and needs at all levels (end-user to executive) and fulfil the business requirements

Requirements:

• • 4-6 years experience working as an Analyst or Engineer within IT.
  • Experienced and proficient in root cause analysis with validation / troubleshooting techniques and problem solving in a 24x7x365 environment.
  • Experience working in multiple Windows Servers environments
  • Experience working with resolution of Windows 10 and 11 issues
  • Knowledge of Active Directory support and troubleshooting
  • Experience working as an O365 Admin
  • Experience working with Cisco devices
  • Knowledge of networking troubleshooting.
  • Knowledge in monitoring & L-1 support of data base and applications
  • Knowledge and experience with datacenter and cloud technologies.
  • ITIL Processes knowledge and experience
  • Basics of VMWare and Citrix.
  • Working experience with ticketing tools like (Cherwell/ Service now)
  • Ability to understand and communicate with users in USA.
  • Willing to work in 24/7
  • Excellent verbal and written communication skills

Key Competencies:
Analytical, Detail Orientated, Delivery Excellence, Client Intimacy, Knowledge of
monitoring and ticketing tools.