Lead - Incident Management (SM2)

Required Skills
Technology | Operating System|Clear Clustering fundamentals, knowing the difference between Windows NLB and Clusters
Technology | Operating System|Working knowledge of antivirus management tools, Virus definitions/signature update, etc
Technology | Operating System | Knowledge along with scripting knowledge to automate certain monitoring tasks
Technology | Operating System | Kernel patching and other patches/ add storage as per DB requirement

Education Qualification :
Any Graduate (Engineering / Science)

Certification Mandatory / Desirable :
Technology | OS 201 with Windows, Windows Server Administration, Virtualization Fundamentals & Vmware -201

Delivery Skills:
1. Proactive monitoring and investigation of logs: Initiate Windows, VMWare, HyperV administration, troubleshooting, investigate to identify the possible issues, locate the device/service causing the issue.
2.Restoration and Resolution: Identify the issue based on troubleshooting and decide on the actions required to be implemented for resolving the issue. Refer to required KEDB or Knowledge bases for known issues/repetitive issues and resolution steps. Implement the resolution steps, execute, validate and update ticket with steps taken and outcome
3. Triage: Once the resolution steps are completed if the issue is still not resolved or if it s an unknown issue and standard troubleshooting methods did not resolve the issue, escalate the ticket to L3 SME and support the troubleshooting process, if there is a bridge, continue on the bridge along with the SME. This support includes coordination with 3rd party vendor technicians.
4. Process Compliance:
- Gather information from vendor, customer, analysis from the troubleshooting/investigation, resolution steps implemented and update the tickets regularly, as per the defined process
- Prepare a detailed report on the plan of action for the existing tickets for the next shift engineer
- Followthrough and execute the various Escalation Matrix (Vendor,Internal and Customer defined)
- Ensure tickets are closed post user or customer communication
- Constantly track tickets for SLA adherence and escalate on deviations as defined in the process