Trainee

Roles & Responsibilities:

• Monitor and acknowledge alerts or incidents within specified SLA parameters.
• Conduct health checks and oversee performance of infrastructure components and applications.
• Coordinate with third-party vendors as needed to resolve issues related to supplier services.
• Initiate technical bridge during declaration of Major Incidents.
• Contact Incident commander/supervisor/on-call manager when required.
• Collaborate with other technical teams to address supplier service issues.
• Verify issue resolution with end users and keep stakeholders informed via technical bridge.
• Maintain real-time updates on incidents based on discovery or end user feedback.
• Engage technical manager and teams for updates during major incidents via bridge call and update playbook accordingly.
• Monitor Incident volume, resolution progress, pending Incidents, complaints, and escalations.
• Ensure active management of P1/P2 incidents involving vendors for prompt resolution.
• Coordinate outage notifications during major outages and follow up for status updates regularly.
• Review management reports periodically to identify areas for improvement.
• Generate reports on ITSM tool regarding weekly incident trends and share with relevant stakeholders.
• Proactively manage problems.
• Validate accuracy of incident/service requests submitted by Service Desk regarding categorization, prioritization, and configuration item accuracy.
• Available for shift work, hand-over to global teams, and on-call support during off-business hours.

Skills required:

• Fundamental comprehension of IT infrastructure landscape.
• Basic familiarity with operating systems.
• Exposure to ITIL (Information Technology Infrastructure Library).
• Basic understanding of databases.
• Understanding of scripting languages like Python, Bash, or PowerShell for automation tasks.
• Knowledge of IT service management tools for incident tracking and reporting
• Ability to interpret technical documentation and manuals
• Basic knowledge of IT security best practices and principle
• Familiarity with basic IT protocols and standards (e.g., HTTP, FTP, SSL/TLS).
• Ability to navigate and use common operating system utilities and commands (e.g., command line interface).

Qualification:

• Graduation in either B.Tech, B.E, MCA, BCA, M.Sc-Computers or B.Sc- Computers.
• Excellent communication skills (written and verbal).