Title: Event Monitoring Technician
Location: IN-Kerala-Kochi
Job Number: GSS002H3
Event Monitoring Technician- Infrastructure Stability Management
As an event monitoring technician you will assist in providing 7-day, 24-hour Level 1 support for E&Y's global IT environment. To monitor the enterprise system management consoles for alerts and take appropriate action to confirm the validity of alerts, and to perform initial steps to resolve any incidents.The primary responsibility of the role is to ensure that appropriate action is taken in response to events within the environment that have been identified as requiring attention, and as such have alerts generated for them within the event management console. This will include performing the following activities.
Client responsibilities
► Timely response to alerts that appear in the event management consoles
► Investigation to confirm that the alerts generated are accurate and that action is required
► Confirm if alert has associated correct steps documented to resolve the Incident, and if so to complete defined steps
► Create Incident within the firms Service Management Systems
► If Incident is not resolved within defined time frame, then Incident escalated to Service Desk for further investigation
► Identification of false alerts that require re-configuration to ensure only validate alerts are sent to the console
► Perform defined manual checks required to confirm the health of systems where automation was not possible
► Perform defined Housekeeping Tasks that are required to ensure the continued availability of systems
People responsibilities
► Should have good people management skills with ability to lead and motivate the team.
► Conduct performance reviews and contribute to performance feedback for all levels of staff.
► Contribute to people initiatives including recruiting, retaining and training.
► Understand and follow workplace policies and procedures.
Qualifications:
Skills Requirements
► BE/BTech/MCA/BSc
► Approximately 1- 2 years experience in technology support in one or more of the following areas:
· Windows 2003/2008/2012
· Active Directory
· Network
· Lotus Notes/Domino/Outlook/MS Exchange
· Blackberry/Good Mobile
► Good problem-solving skills and a high degree of self-motivation
► Ability to work and team effectively with management, and staff members in a multi-tiered support environment
► Ability to work in a 24/7 support function, which requires you to work in rotating shifts including night shift.
► Ability to work in a fast paced environment where rapid response to events needs to be balanced with correct action
► Ability to work in a 24/7 support team with rotating shifts which includes night shift.
► English language skills - good written and verbal communication
► Knowledge of MS Office, Windows 2000/XP, Lotus Notes
► ServiceNow - Service Management Tool
► ITIL Practioner (optional)
Certification Requirements:
► MCSE for Windows Administrators a plus.
► CCNA for Network Administrators a plus.