Job Description

JD for L1 – Monitoring support

• Should have basic skills on Network Devices and Network voice and components.

• Should have basic knowledge on AWS & Azure cloud, Windows Servers, Linux, Backup & Storage.

• Monitor Database/Network devices/storage device/server & Cloud services configured alerts and notifications using monitoring tools and dashboards.

• Identify and acknowledge alerts database health of Database, Network/storage devices, Servers & Application, connectivity, and resource utilization.

• Monitor the status of scheduled database jobs and batch processes.

• Identify failed or delayed jobs and escalate to the respective team as per SOP.

• Stopping and starting of application services in Windows/Linux servers.

• Monitoring Storage systems and Pool spaces of all Storage systems.

• Daily performance monitoring reports for storage, NAS and SAN equipment.

• Prepare and share daily/shift-wise monitoring reports as required.

• Follow-up on unresolved incidents with end user/vendors/ onsite engineers, if required.

• Escalation of unresolved incidents to L2 engineer.

• Service fulfilment / resolution as per defined procedures.

• To work on tasks & SOP’s provided by L2/L3 teams for suitability.

• Collaborate with L2/L3 & ITSM teams for defining / implementing service catalogues.

• Basic understanding of applications services.

• Timely & accurate escalation to L2/L3 teams as needed

• Monitoring of the dashboard console and address any alerts.

• React to events received by email from technology systems and raise incident tickets / address alerts where applicable.

• He/she should be able to understand the requirements from Client & BAU and implement in NOC Team.

• Conduct trend analysis of items likely to cause adverse impacts and take proactive steps to avoid unnecessary issues

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Do

- **Ensure timely response of all the tickets raised by the client end user**

- Service requests solutioning by maintaining quality parameters

- Act as a custodian of client’s network/ server/ system/ storage/ platform/ infrastructure and other equipment’s to keep track of each of their proper functioning and upkeep

- Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe

- Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction

- Provide an acceptance and immediate resolution to the high priority tickets/ service

- Installing and configuring software/ hardware requirements based on service requests

- 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations

- Provide application/ user access as per client requirements and requests to ensure timely solutioning

- Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer

- Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction

- Coordinate with on-site team for complex problem resolution and ensure timely client servicing

- Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner

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Deliver

		No
		Performance Parameter
		Measure

		1.

		100% adherence to SLA/ timelines

		Multiple cases of red time

		Zero customer escalation

		Client appreciation emails

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