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    TOC Operations Specialist - Islamabad, Pakistan - Job Portal - dinCloud Pakistan

    Job Portal - dinCloud Pakistan
    Job Portal - dinCloud Pakistan Islamabad, Pakistan

    3 hours ago

    Default job background
    Description

    Responsibilities:

    • Act as a 2nd touch resolver for escalated tickets.
    • Performance Monitoring/Remediation (Server, N/W, VM, Cloud- Infra and UC)
    • Responsible for the continuous monitoring and support of operations center scope of work.
    • Inspect hardware, software, and environmental alerts or malfunctions and if anomaly is identified, minimize the service impact, and restore services to normalcy following the set process and procedures.
    • Validate the anomaly following the approved standard operating procedures.
    • Attempt remediation per documented steps and access levels.
    • Coordinating with ISP/ vendors, customer co-ordination, and other internal teams.
    • Detect events, correlate, validate, follow Runbook procedures and act to avoid a potential incident or lower the intensity of an incident impact proactively
    • Create/update ticket, carefully track and document the sequence of events and resolution in detail in the platform.
    • Escalate the issue to next level Engineering and follow escalation matrix, (other IT resources or 3rd party vendors for assistance in reaching a resolution) as and when required.
    • Maintain ongoing communication within the team and anyone involved in the service restoration efforts, to keep all stakeholders aware of relevant, known issues and the steps being taken.
    • Implement actions in support of root cause analysis and problem remediation
    • Understand business dynamics and needs at all levels (end-user to executive) and fulfil the business requirements

    Qualifications:

    • 4-6 years experience working as an Analyst or Engineer within IT.
    • Experienced and proficient in root cause analysis with validation / troubleshooting techniques and problem solving in a 24x7x365 environment.
    • Experience working in multiple Windows Servers environments
    • Experience working with resolution of Windows 10 and 11 issues
    • Knowledge of Active Directory support and troubleshooting
    • Experience working as an O365 Admin
    • Experience working with Cisco devices
    • Knowledge of networking troubleshooting.
    • Knowledge in monitoring & L-1 support of data base and applications
    • Knowledge and experience with datacenter and cloud technologies.
    • ITIL Processes knowledge and experience
    • Basics of VMWare and Citrix.
    • Working experience with ticketing tools like (Cherwell/ Service now)
    • Ability to understand and communicate with users in USA.
    • Willing to work in 24/7
    • Excellent verbal and written communication skills

    Key Competencies:

    Analytical, Detail Orientated, Delivery Excellence, Client Intimacy, Knowledge of

    monitoring and ticketing tools.

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