Integration COMMAND CENTER Specialist

1 miesiąc temu

Kraków, małopolskie, Polska HCLTech Pełny etat

Purpose of the Job and Accountability

  • 24*7 monitoring support for in-scope infrastructure.
  • Develop and acquire detailed knowledge of the environment.
  • Handle escalations and assist in creation of RCAs.
  • Possess the ability to work under pressure and the ability to communicate with stakeholders.
  • Generate Operations report.
  • Manage bridge calls and notify respective support groups.
  • Perform GAP analysis.
  • Creation of SOPs and Knowledge Base.
  • Capture alerts, raise incident tickets and escalate to respective team.
  • Provide phone support 24*7*365


Responsibilities

  • Act as a first point of escalation/consultation for the team on technical, procedural and process related queries.
  • Manages the team in his/her respective shift.
  • Should have worked with monitoring tools like BBPM, HP NNM, and Solar Winds Etc.
  • Should have worked with ticketing tools like Remedy, Service Now etc.
  • Assists the team lead in maintaining and updating documents in central repository for the benefits of the entire team.
  • Ensure proper shift handover to the next shift.
  • Work in rotational shifts to provide 24/7 monitoring of the IT infrastructure.
  • Liaise with the Merck Critical Incident Management Process Owner and Chair Process Review Meetings.
  • Coordination and management during major incidents.
  • Production and maintenance of the major incident communication plan.
  • Facilitating the production and maintenance of the major incident restoration plan.
  • Production of major incident progress updates.
  • Participation in major incident reviews.
  • Conduct regular Process Compliance Checks and Quality Reviews to ensure that the process is being followed consistently.
  • Escalate any inconsistencies in the monitoring environment with the respect to the monitoring tool configuration, alert thresholds, alert message enrichment and false alerts.
  • Discuss operational challenges and constraints in team meetings and with the management to ensure timely resolution.
  • Assist Track Lead to resolve Operation Challenges and constraints if any within the team or in project.
  • Should have understanding on experience Hands and Feet role like managing media, tape handling etc.
  • Assisting third party vendor who comes for on-site Break fix support
  • Analysis and reporting of incident trend data to identify and eliminate root causes.
  • Managing root cause analysis between technical teams.
  • Should have basic understanding on Problem management process,
  • Production of statistics and trend reports to demonstrate performance of the Problem Management process


Skills

  • Knowledgeable in ITIL concepts [Incident Management, Problem Management etc.].
  • Should have worked in high pressure work environment and ability to multitask.
  • Basic support experience on Windows/Unix Servers, Network Devices, Backup.
  • Excellent Verbal and written Communication skills.
  • Hands on experience with the following.
  • Any alert Monitoring tool BPPM, HP NNM, HP OVO etc.
  • Incident, Problem and change life cycle process
  • Any ITSM tool e.g.: Remedy, Service Now etc.
  • Generating reports.

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