Event Monitoring Technician

Job description

Infrastructure Systems Management and Support – Event Monitoring Technician
 
Be part of a strong vibrant team with high morale and motivation, monitoring critical services of EY offices located across the globe. Event Monitoring Engineers are responsible for real-time monitoring of alerts generated from EY IT infrastructure devices (Network, Server, Storage, Database etc.) and Applications hosted across the globe, 24 hours a day 7 days a week. Event Monitoring team is the First Responder of all IT infrastructure outages and collaboratively work to restore normal service operation as quickly as possible.

Key Responsibilities:
·  Timely respond to alerts, provide 24/7 support to ensure minimal downtime of IT infrastructure and Critical Business Applications of EY.
·  Monitoring and validation of events/alerts generated in EY monitoring toolset.
·  Use insights to correlate alerts/events and other operational data to enable consistent and valid ticket creation.
·  Incident assignment and coordination between Event Monitoring & other higher-level technical support team for service restoration.
·  Efficiently handle tickets by identifying, prioritizing, assigning, resolving and communicating to appropriate team to provide highest level of service to Business.
·  Email mailbox monitoring, Vendor call management and incident creation based on calls and emails.
·  Handle Service Requests logged for AD account unlock and password reset within the defined SLA.
·  Incident Management – perform first level troubleshooting of all incidents with proper documentation and escalating/resolving incidents, as per defined process.
·  Provide necessary support to monthly windows server patching activity and other preventative tasks.
·  Work in tandem with Shift Leads/SMEs and escalate any potential outages or abnormal situations to their notice immediately.

Key Competencies:
·  Good knowledge on Windows Operating System.
·  Knowledge on Windows and Linux based Server technologies.
·  Knowledge on Networking and Computer fundamentals.
·  Basic understanding of IT infrastructure devices and monitoring tools.
·  Basic knowledge of ITIL terminology (Incident, Change, Problem, Service Requests etc.).
·  Experience working with monitoring tools (SCOM, NNMi, OMi) will be an added advantage.
·  Experience in troubleshooting in any of the following platforms:
·  Windows desktop, Windows servers, Linux and Network.
·  Good problem solving skills and a high degree of self-motivation
·  Willing to work in rotating shifts and flexible schedule in 24/7 environment.
·  Equally comfortable working independently or collaboratively often under strict SLA’s.
·  Capable of multi-tasking, good time management and prioritization of workload.
·  Able to articulate clearly and precisely to Business and other Technology groups.
Qualifications:
·  BE/B.Tech/MCA/BSc or Equivalent Degree.
·  Windows Server certifications (Preferred).
·  CCNA/CCNP certifications (Preferred).
·  ITIL knowledge and certification will be a benefit.
·  Must have excellent verbal and written English communication skill.