Role Overview:

Key Responsibilities:

Monitor & Track Service Requests: Follow and update runbooks/SOPs to monitor, track, and coordinate service requests to closure. Troubleshooting & Process Updates: Identify failures using tools and raise tickets with defined priority and severity. Update SOPs with troubleshooting instructions and process changes. Mentorship: Mentor new team members in understanding customer infrastructure and processes.

Key Metrics:

SLA adherence and ticket resolution. Runbook compliance and process updates. Ticket escalation and routing as per SLA. Timely completion of mandatory training. New joiner production readiness through one-on-one mentorship.

Skills & Knowledge:

Technical Skills:

Networking: Basic commands for troubleshooting desktop/laptop connectivity and IP addressing. Knowledge of show commands across routers, switches, firewalls, and load balancers. Server: OS installation, user/group management, and basic patching. Familiarity with OS administrative tools, event logs, and system processes. Storage & Backup: Monitoring of enterprise storage and backup solutions. Knowledge of backup appliances, tape libraries, and recovery operations. Database: Strong skills in SQL query creation, data modeling, and storage management techniques. End User Computing: Active Directory management, antivirus management, and end-user ticketing support.

Knowledge:

ITIL Framework: Strong understanding of incident management and process adherence. Tools: Familiar with ticketing tools like ServiceNow or Remedy. Monitoring: Understanding of infrastructure components and monitoring tools. Quality Analysis: Exposure to audit practices and process requirements.

Additional Skills:

Database Knowledge: Experience with MS SQL 2005 – 2017+, SSRS, SSIS, AlwaysOn, and Clustering. Proficient in PowerShell scripting and database automation. Ability to manage large SQL databases (up to 12TB), optimize queries, and perform scheduled database maintenance. Preferred Experience: Experience in the financial sector and with ServiceNow. Azure administration and knowledge of storage & backup solutions. Familiarity with working in an Agile environment. Certifications: MCP or equivalent.

Qualifications:

Degree in a technical discipline. Strong communication skills and experience working as part of a global team. Ability to prioritize tasks efficiently in a high-pressure environment.