Address
Form of workOverview
• Should have basic understanding of Telecom OSS domain.
• Should have understanding on ITIL Concepts.
• Experience in working as L1 and L1.5 Operations support.
• Experience working in a 24x7 production support model with excellent troubleshooting skills.
• Should have understanding on Ticket prioritizing based on impact/urgency, SLA, RCA
• Should be ready to work in 24/7 rotational shifts with flexibility timings.
• Good communication skill (Must).
• Experience in working with Application Monitoring tools like New Relic, Promotheus, Nagios, ServiceNow, Graffana
• Configuring these monitoring tools are preferred
• Experience with scripting language is preferred.
• Respond to reported service incidents/requests and initiate the incident management process
• Keep users informed about their incidents' status at agreed intervals
• Verify resolution with users and resolve incidents in tool
• Log all incidents/service requests and their resolution to identify recurring issues
• Perform daily triage of incidents
• Configure threshold value alerting, triggers, and remediation
• Monitor network utilization and system health checks
• Maintain and update reports and correspondence related to the work
• Prioritize incidents according to their urgency and impact on the business
• Analyse and escalate the incident to the next level (L2) if that incident is not in the scope of L1 or L1.5
• Investigate and diagnose incidents to restore failed IT services as quickly as possible
• Perform advanced troubleshooting and update knowledge base articles with solutions implemented
• Recognize problems, develop recommendations and solutions, and oversee correction within the assigned specialty
• Validate Service Level Agreements (SLAs) for supportability and ensure performance against SLAs
• Escalate incidents at risk of breaching SLAs to the responsible teams
• Support change management efforts as directed by senior team members and change specialists
• Scale up to demonstrate flexibility in handling business criticality and handling spikes
• Propose automation opportunities for repetitive tasks to improve change management process
• Conduct Root Cause Analysis (RCA) post restoration of service
• Coordinate with vendors to resolve hardware and software incidents and follow-up until service is restored and ticket closure
• Learn and comply with validation requirements, standard-operating procedures (SOPs), project quality model (PQM), and change control maintenance for product life cycle
• Participate in the design and implementation process of solutions in the field of IT infrastructure architecture, automation, and Disaster Recovery/High Availability for Data centers
• Build relationships with stakeholders and understand how to meet their IT requirements while adhering to Prodapt's best practices
• Serve as a technical expert within the area of assignment, providing guidance and direction to other professional staff and resolving complex problems
• Participate in developing strategic plans for systems/applications development and modification within the area of expertise
• Provide technical/strategic direction and act as an advisor/coach to lower-level analysts and operation team members.
Responsibilities
• Should have understanding on Ticket prioritizing based on impact/urgency, SLA, RCA
• Should be ready to work in 24/7 rotational shifts with flexibility timings.
• Respond to reported service incidents/requests and analyse
Requirements
• Should have basic understanding of Telecom OSS domain.
• Should have understanding on ITIL Concepts.
• Experience in working as L1 and L1.5 Operations support.
• Experience working in a 24x7 production support model with excellent troubleshooting skills.
• Should have understanding on Ticket prioritizing based on impact/urgency, SLA, RCA
• Should be ready to work in 24/7 rotational shifts with flexibility timings.
• Good communication skill (Must).
• Experience in working with Application Monitoring tools like New Relic, Promotheus, Nagios, ServiceNow, Graffana
• Configuring these monitoring tools are preferred
• Experience with scripting language is preferred.
• Respond to reported service incidents/requests and initiate the incident management process
• Keep users informed about their incidents' status at agreed intervals
• Verify resolution with users and resolve incidents in tool
• Log all incidents/service requests and their resolution to identify recurring issues
• Perform daily triage of incidents
• Configure threshold value alerting, triggers, and remediation
• Monitor network utilization and system health checks
• Maintain and update reports and correspondence related to the work
• Prioritize incidents according to their urgency and impact on the business
• Analyse and escalate the incident to the next level (L2) if that incident is not in the scope of L1 or L1.5
• Investigate and diagnose incidents to restore failed IT services as quickly as possible
• Perform advanced troubleshooting and update knowledge base articles with solutions implemented
• Recognize problems, develop recommendations and solutions, and oversee correction within the assigned specialty
• Validate Service Level Agreements (SLAs) for supportability and ensure performance against SLAs
• Escalate incidents at risk of breaching SLAs to the responsible teams
• Support change management efforts as directed by senior team members and change specialists
• Scale up to demonstrate flexibility in handling business criticality and handling spikes
• Propose automation opportunities for repetitive tasks to improve change management process
• Conduct Root Cause Analysis (RCA) post restoration of service
• Coordinate with vendors to resolve hardware and software incidents and follow-up until service is restored and ticket closure
• Learn and comply with validation requirements, standard-operating procedures (SOPs), project quality model (PQM), and change control maintenance for product life cycle
• Participate in the design and implementation process of solutions in the field of IT infrastructure architecture, automation, and Disaster Recovery/High Availability for Data centers
• Build relationships with stakeholders and understand how to meet their IT requirements while adhering to Prodapt's best practices
• Serve as a technical expert within the area of assignment, providing guidance and direction to other professional staff and resolving complex problems
• Participate in developing strategic plans for systems/applications development and modification within the area of expertise
• Provide technical/strategic direction and act as an advisor/coach to lower-level analysts and operation team members.
• Should have basic understanding of Telecom OSS domain.
• Should have understanding on ITIL Concepts.
• Experience in working as L1 and L1.5 Operations support.
• Experience working in a 24x7 production support model with excellent troubleshooting skills.
• Should have understanding on Ticket prioritizing based on impact/urgency, SLA, RCA
• Should be ready to work in 24/7 rotational shifts with flexibility timings.
• Good communication skill (Must).
• Experience in working with Application Monitoring tools like New Relic, Promotheus, Nagios, ServiceNow, Graffana
• Configuring these monitoring tools are preferred
• Experience with scripting language is preferred.
• Respond to reported service incidents/requests and initiate the incident management process
• Keep users informed about their incidents' status at agreed intervals
• Verify resolution with users and resolve incidents in tool
• Log all incidents/service requests and their resolution to identify recurring issues
• Perform daily triage of incidents
• Configure threshold value alerting, triggers, and remediation
• Monitor network utilization and system health checks
• Maintain and update reports and correspondence related to the work
• Prioritize incidents according to their urgency and impact on the business
• Analyse and escalate the incident to the next level (L2) if that incident is not in the scope of L1 or L1.5
• Investigate and diagnose incidents to restore failed IT services as quickly as possible
• Perform advanced troubleshooting and update knowledge base articles with solutions implemented
• Recognize problems, develop recommendations and solutions, and oversee correction within the assigned specialty
• Validate Service Level Agreements (SLAs) for supportability and ensure performance against SLAs
• Escalate incidents at risk of breaching SLAs to the responsible teams
• Support change management efforts as directed by senior team members and change specialists
• Scale up to demonstrate flexibility in handling business criticality and handling spikes
• Propose automation opportunities for repetitive tasks to improve change management process
• Conduct Root Cause Analysis (RCA) post restoration of service
• Coordinate with vendors to resolve hardware and software incidents and follow-up until service is restored and ticket closure
• Learn and comply with validation requirements, standard-operating procedures (SOPs), project quality model (PQM), and change control maintenance for product life cycle
• Participate in the design and implementation process of solutions in the field of IT infrastructure architecture, automation, and Disaster Recovery/High Availability for Data centers
• Build relationships with stakeholders and understand how to meet their IT requirements while adhering to Prodapt's best practices
• Serve as a technical expert within the area of assignment, providing guidance and direction to other professional staff and resolving complex problems
• Participate in developing strategic plans for systems/applications development and modification within the area of expertise
• Provide technical/strategic direction and act as an advisor/coach to lower-level analysts and operation team members.
Responsibilities
• Should have understanding on Ticket prioritizing based on impact/urgency, SLA, RCA
• Should be ready to work in 24/7 rotational shifts with flexibility timings.
• Respond to reported service incidents/requests and analyse
Requirements
• Should have basic understanding of Telecom OSS domain.
• Should have understanding on ITIL Concepts.
• Experience in working as L1 and L1.5 Operations support.
• Experience working in a 24x7 production support model with excellent troubleshooting skills.
• Should have understanding on Ticket prioritizing based on impact/urgency, SLA, RCA
• Should be ready to work in 24/7 rotational shifts with flexibility timings.
• Good communication skill (Must).
• Experience in working with Application Monitoring tools like New Relic, Promotheus, Nagios, ServiceNow, Graffana
• Configuring these monitoring tools are preferred
• Experience with scripting language is preferred.
• Respond to reported service incidents/requests and initiate the incident management process
• Keep users informed about their incidents' status at agreed intervals
• Verify resolution with users and resolve incidents in tool
• Log all incidents/service requests and their resolution to identify recurring issues
• Perform daily triage of incidents
• Configure threshold value alerting, triggers, and remediation
• Monitor network utilization and system health checks
• Maintain and update reports and correspondence related to the work
• Prioritize incidents according to their urgency and impact on the business
• Analyse and escalate the incident to the next level (L2) if that incident is not in the scope of L1 or L1.5
• Investigate and diagnose incidents to restore failed IT services as quickly as possible
• Perform advanced troubleshooting and update knowledge base articles with solutions implemented
• Recognize problems, develop recommendations and solutions, and oversee correction within the assigned specialty
• Validate Service Level Agreements (SLAs) for supportability and ensure performance against SLAs
• Escalate incidents at risk of breaching SLAs to the responsible teams
• Support change management efforts as directed by senior team members and change specialists
• Scale up to demonstrate flexibility in handling business criticality and handling spikes
• Propose automation opportunities for repetitive tasks to improve change management process
• Conduct Root Cause Analysis (RCA) post restoration of service
• Coordinate with vendors to resolve hardware and software incidents and follow-up until service is restored and ticket closure
• Learn and comply with validation requirements, standard-operating procedures (SOPs), project quality model (PQM), and change control maintenance for product life cycle
• Participate in the design and implementation process of solutions in the field of IT infrastructure architecture, automation, and Disaster Recovery/High Availability for Data centers
• Build relationships with stakeholders and understand how to meet their IT requirements while adhering to Prodapt's best practices
• Serve as a technical expert within the area of assignment, providing guidance and direction to other professional staff and resolving complex problems
• Participate in developing strategic plans for systems/applications development and modification within the area of expertise
• Provide technical/strategic direction and act as an advisor/coach to lower-level analysts and operation team members.
