Roles and Responsibilities

• Work with Project teams to understand the architecture of the new applications/products and ensure it is being monitored by ITOC for which you need to configure them in existing tools or may need to install new tool based on the requirement.
• Find out the escalation procedures from Project team like next action steps in case of alarms or failure alerts generated by Monitoring tools and wherever possible configure appropriate alerting to send email alerts.
• Attend regular or scheduled meetings with Clients, Project teams, Operational team.
• Participate in and/or conduct daily morning “Ready for Business” call.
• Ensure follow-up on Project and Operational pending tasks is carried out and provide feedback to relevant teams in timely manner for better stability of PODS Infrastructure.
• Prepare Weekly update reports.
• For new technology, process, tools conduct training sessions for ITOC Monitoring team to bring them up to the level so they can understand the concepts behind it and utilize the tool effectively.
• Be responsive in case of Priority Incident handling and any major operational activities or tasks required for PODS operational stability.
• Ability to read Application Error logs, analyze and understand the possible root cause for driving Major Incidents Response calls.

 

Required Skills/Qualifications

• Excellent knowledge of IT Operations Center (ITOC) operations.
• Strong troubleshooting and problem-solving skills.
• Experience in monitoring and managing IT infrastructure and systems.
• Knowledge of IT policies, procedures, and best practices.
• Excellent verbal and written communication skills.
• Bachelor's degree in Computer Science, Information Technology, or related field.