Gurgaon, India
76 days ago
Senior Engineer - IT
Job Description:• Determine the design and workout strategy for new projects. Lead the Project lifecycle closely following Governance models.
• Identify and resolve issues reported within defines SLAs part of routine maintenance of existing applications built in SharePoint online.
• Report extraction and automations to support different metrics, that are maintained in the applications.
• Work with Stakeholders on the enhancements in the existing applications.

Project Planning, Tracking, & Reporting
• Workout budgetary estimates during kick off, after understanding the high-level requirements.
• Support the team in project planning activities, identify risks proactively, escalating thru appropriate channels as required and responsible for closely tracking the actual efforts
• Communicate regularly the status of Projects, risks that creeps, impediments if any.

Design
• Familiar with Microsoft Visio, Word to create HLD, LLD, DLD in various stages of SharePoint site development and maintenance.Qualifications:

POSITION RESPONSIBILITES

Monitor the ServiceNow ticket queue and event monitoring tools (Zenoss) for incoming incidents & requestsPerform initial investigation and/or troubleshooting of systems (windows/ Linux/ AWS) and network issues to resolve issue basis SOPs availableProcess all support incidents and Task requests within SLA by following procedural requirementsEscalate to secondary support teams in timely manner, where necessary, to ensure timely resolutionThoroughly document steps taken to resolve or escalate incidents within ServiceNow tickets Participate in Bridge calls to help resolve system outages and restore service to users and Guardian partnersIdentify and address repeating alert trends or non-actionable alerts to streamline and optimize servicesSuggest defects and product/infrastructure enhancements to improve stability and automationPerform Incident management based on ITIL principlesParticipate in periodic skills enhancement sessions and training coursesPrepare and deliver standard scheduled reports to support service trending and optimizationDevelop, document and update standard operating procedures and knowledgebase articles. 

REPORTING RELATIONSHIPS

This position reports to the EOC Manager.

CANDIDATE QUALIFICATIONS

Functional Skills

EOC team needs to perform on 4 Technologies primarily, and candidate needs to one expertise in 1 of these and working knowledge in others: The technologies are:Windows Server AdministrationLinux and Unix Server AdministrationNetwork Administration and Telecom servicesAWS DevOpsWorking knowledge of the following industry standard technologies is required for this role, including: Server Hardware (Cisco UCS, IBM P-Series)Cloud Technologies (Amazon Web Services (AWS) Core Services, Terraform, Security Groups, Jenkins)CitrixMicrosoft Active Directory Networking (TCP/IP, QIP (DNS), Wireless, F5, Riverbed)Security (Anti-virus (Trend Micro, Symantec), SSL Certificate Management) Strong experience working with ticketing tools such as ServiceNow, Zenoss or any other monitoring tool, Cloud monitoring tools (CloudWatch, CloudTrail), AppDynamics (or similar APM tool)Strong problem-solving and troubleshooting skills Keen analytical and structured approach to problem solving Ability to follow instructions and Standard Operating Procedures (SOPs)Excellent written and spoken English language skills with an ability to speak loudly and clearlyOutstanding customer service skills and dedication to customer satisfactionExcellent documentation skills Proven ability to work independently Ability to work well in a team environment Ability to accommodate flexible work schedules Ability to triage outage bridge calls and drive calls to closure. Comfortable with “crisis” situations that require critical thinking, problem definition and diagnosis skillsAbility to speak confidently with Developers, Engineers and Management

Leadership Behaviors

Take ownership & accountability for actions and resultsTakes action to resolve customer problems promptly & to ensure customer satisfactionDemonstrates high standards of professionalism, integrity & customer service

POSITION QUALIFICATIONS

Total of 4 years+ experience including a minimum of 2 years of experience in a 24x7 Network Operations Center & Service Management roleStrong Microsoft Word, Excel, PowerPoint skillsBachelor’s Degree or similar requiredA +, Network +, Security +, Microsoft, Cisco Certifications preferred Flexibility to work in 24x7x365 shifts on rotational basisMust be comfortable working in a highly critical, fast paced environment with shifting priorities  

The EOC is available 24x7x365 and requires onsite coverage.  Shifts can vary across a 24-hour clock.  Shifts may change periodically to vary work days.

Guardian-

https://youtu.be/QEtkY6EkEuQ

Location:

This position can be based in any of the following locations:

Gurgaon

Current Guardian Colleagues: Please apply through the internal Jobs Hub in Workday

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