Datanet-Monitoring Openings(24/7 L2-Support) with a US product based company in Bangalore

Experience: 2 to 5 Years

Location: Bangalore

Please send your updated profile to saku@roljobs.com with the following details,

Total IT Exp:

Current CTC:

Expected CTC:

Joining Time:

Active contact no:

Please mention your complete Educational & Employment details within your resume

Job description:-

In Scope

• Starting and stopping EDT (FTP) processes for required customer
• Processing incoming files
• Checking if reports are generated properly and are available on crossroads and matching reports on Event and crossroads
• Starting and stopping DataNet Event process as require.
• Investigating any issue which might arise during starting and stopping EDT and DataNet Event processes, processing incoming files, and checking reports
• Supporting connectivity calls
• Sending receiving test files
• Managing and monitoring adjunct processes for the DataNet product
• Gathering and documenting information to provide an in-depth analysis to resolve production/application issues.
• Managing customer requests and inquiries through research/analysis, troubleshooting, phone conversations, email, paging system, Instant Messenger chat, Remedy ticketing system, or face-to-face conversations.
• Providing severity and scope analysis of issues, inquiries and requests; maintaining ownership until resolution.
• Providing explanation of resolutions to issues, inquiries and requests to Enterprise class customers.
• Providing technical production/applications support and assistance for Enterprise class customers.
• Managing production issues through research/analysis, troubleshooting, phone conversations, email, paging system, Instant Messenger chat, Remedy ticketing system, or face-to-face conversations.
• Develop/improve production support procedures, policies and documentation where none exists or where they need to be updated.
• Trouble ticket management and resolution within company set guidelines
• Develop scripts for alarm detection, management, and enrichment
• Use alarm monitoring tools, interpret the condition being alarmed, resolve and/or escalate to support organizations.
• Monitor tool improvements and enrichment.
• Crisis management facilitation

• Clear and concise written and spoken communications in the form of Remedy tickets, emails, analysis, process/procedures, meetings, conference bridges and internal/external phone calls.
• Statistical data gathering for metrics
• Maintain customer contact information.
• Pre/post maintenance validations
• 3+ years support/operations experience required (5+ years preferred)
• 24/7/365 operation and will require shift work
• Provide shift turnovers of current issues and activities
• Provide cross functional teams with updates as required.
• Ad hoc statistical gathering and reporting

Required Skill Set

Following represents the skill set of various persons working on the engagement:

• UNIX
• Oracle (PL/SQL)