L1 Data Center Monitoring Engineer

Job Description

Responsibilities

Responsibilities:

•    Deliver 24/7 corporate client account support by monitoring customer IT Environment.
•    Monitor and report health status, performance and availability of the infrastructure and applications in scope
•    Administer and resolve incidents and requests following SOPs (Standard Operation Procedures) working closely with L2 and L3 support groups
•    Generate reports using the standard tooling solution
•    Timely respond to customers inquiries
•    Escalate to the appropriate L2/3 teams or vendor groups, and co-ordinate the resolution of tickets
•    Manages customer expectations by keeping them informed, sets and follows commitments, keeps precise case documentation and case ownership
•    Coordinate support activities and interact with other support teams
•    Communicate effectively with Technical and Non-Technical stakeholders 
•    Participate in ITIL based change management, Problem management, incident management.
 

Requirements

Qualifications and Education Requirements:

•    Excellent written and verbal English language
•    Good analytical skills and ability to isolate and solve problems and to follow the predefined process
•    Ability to effectively interact with people at all levels, across all geographic regions.
•    Excellent communication skills and ability to work in a team
•    2 years of experience in Customer or Technical Support
•    Operating systems, server, storage & back-up, network support, application knowledge
•    Information Technology Information Library (ITIL) knowledge
•    Experience working in multi-Tier support environment