Responsible for issuing an acknowledgment On Time and own the full responsibility to drive the key metrics MTTA (Mean Time To Acknowledge) MTTE (Mean time to Engage)
Ability to correlate alerts and create a meaningful picture to conclude an impact Ability to understand and correlate logs to problems Aggressively chase the relevant On Call teams to
Engage the final resolver for the Incident in the shortest possible time Log all Incident/Service Request details, allocating categorization and prioritization codes
Record and classify received Incidents and undertake an immediate effort in order to restore a failed Service as quickly as possible
Keep users informed about their Incidents status at agreed intervals
Provide first-line investigation and diagnosis of all Incidents Verify resolution with users and resolve Incidents in the ITSM tool Escalate
Major Incidents to the Incident Commander others as per Escalation Matrix Escalate Incidents at risk of breaching Service Level Agreement to the Incident
Coordinator or others as required Excellent communication interpersonal skills Qualification: BSc, B
Tech (other Graduation also works provided they have relevant experience) 0-6 month of experience in
Monitoring distributed systems
Knowledge of Nmon, Nagios, Grafana, Solarwinds Orion, Centreon OR any such monirning tool is mandatory
Knowledge of basic ITIL concepts of Alerting and Incident Management OK to working in a 24/7 production operations support environment and Incident Management Need to work in Rotational shifts Work location: Hyderabad (No Work From Home)
Job Classification
Industry: Software ProductFunctional Area / Department: Engineering - Software & QARole Category: DBA / Data warehousingRole: Database AdministratorEmployement Type: Full time