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Event Monitoring Technician

3.00 to 5.00 Years   Kochi   04 Jul, 2020
Ernst & Young
Job LocationKochi
EducationNot Mentioned
SalaryRs 1.0 - 3.0 Lakh/Yr
IndustryBanking / Financial Services
Functional AreaTechnical Support / Helpdesk
EmploymentTypeFull-time

Job Description

EVENT MONITORING TECHNICIANBe part of a strong vibrant team with high morale and motivation, monitoring critical services of EY offices located across the globe. Event Monitoring Engineers are responsible for real-time monitoring of alerts generated from EY IT infrastructure devices (Network, Server, Storage, Database etc.) and Applications hosted across the globe, 24 hours a day, 7 days a week. Event Monitoring team is the First Responder of all IT infrastructure outages and collaboratively work to restore normal service operation as quickly as possible.KEY RESPONSIBILITIES:

  • Timely respond to alerts, provide 24/7 support to ensure minimal downtime of IT infrastructure and Critical Business Applications of EY.
  • Monitoring and validation of events/alerts generated in EY monitoring tool set.
  • Use insights to correlate alerts/events and other operational data to enable consistent and valid ticket creation.
  • Incident assignment and coordination between Event Monitoring & other higher-level technical support team for service restoration.
  • Efficiently handle tickets by identifying, prioritizing, assigning, resolving and communicating to appropriate team to provide highest level of service to Business.
  • Email mailbox monitoring, Vendor call management and incident creation based on calls and emails.
  • Handle Service Requests logged for AD account unlock and password reset within the defined SLA.
  • Incident Management perform first level troubleshooting of all incidents with proper documentation and escalating/resolving incidents, as per defined process.
  • Provide necessary support to monthly windows server patching activity and other preventative tasks.
  • Work in tandem with Shift Leads/SMEs and escalate any potential outages or abnormal situations to their notice immediately.
KEY COMPETENCIES:
  • Good knowledge on Windows Operating System.
  • Knowledge on Windows and Linux based Server technologies.
  • Knowledge on Networking and Computer fundamentals.
  • Basic understanding of IT infrastructure devices and monitoring tools.
  • Basic knowledge of ITIL terminology (Incident, Change, Problem, Service Requests etc.).
  • Experience working with monitoring tools (SCOM, NNMi, OMi) will be an added advantage.
  • Experience in troubleshooting in any of the following platforms:
  • Windows desktop, Windows servers, Linux and Network.
  • Good problem-solving skills and a high degree of self-motivation
  • Willing to work in rotating shifts and flexible schedule in 24/7 environment.
  • Equally comfortable working independently or collaboratively often under strict SLA s.
  • Capable of multi-tasking, good time management and prioritization of workload.
  • Able to articulate clearly and precisely to Business and other Technology groups.
QUALIFICATIONS:
  • BE/B.Tech/MCA/BSc or Equivalent Degree.
  • Windows Server certifications (Preferred).
  • CCNA/CCNP certifications (Preferred).
  • ITIL knowledge and certification will be a benefit.
  • Must have excellent verbal and written English communication skill.
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Keyskills :
gsmmailreportingtroubleshootingms officewindows serverproblem solvingtime managementcall managementmonitoring toolsevent monitoringtechnical supportit infrastructureservice operationflexible schedule

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