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    Senior Engineer - Gurugram, India - Guardian Life

    Guardian Life
    Guardian Life Gurugram, India

    Found in: Talent IN C2 - 1 day ago

    Default job background
    Full time
    Description

    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 & requests
  • Perform initial investigation and/or troubleshooting of systems (windows/ Linux/ AWS) and network issues to resolve issue basis SOPs available
  • Process all support incidents and Task requests within SLA by following procedural requirements
  • Escalate to secondary support teams in timely manner, where necessary, to ensure timely resolution
  • Thoroughly 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 partners
  • Identify and address repeating alert trends or non-actionable alerts to streamline and optimize services
  • Suggest defects and product/infrastructure enhancements to improve stability and automation
  • Perform Incident management based on ITIL principles
  • Participate in periodic skills enhancement sessions and training courses
  • Prepare and deliver standard scheduled reports to support service trending and optimization
  • Develop, 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 DevOps
  • Working 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 clearly
  • Outstanding customer service skills and dedication to customer satisfaction
  • Excellent 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 skills
  • Ability to speak confidently with Developers, Engineers and Management

    • Leadership Behaviors

  • Take ownership & accountability for actions and results
  • Takes action to resolve customer problems promptly & to ensure customer satisfaction
  • Demonstrates 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 role
  • Strong Microsoft Word, Excel, PowerPoint skills
  • Bachelor's Degree or similar required
  • A +, Network +, Security +, Microsoft, Cisco Certifications preferred
  • Flexibility to work in 24x7x365 shifts on rotational basis
  • Must 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.

    Location:

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

    Gurgaon
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