Integration Command Center Specialist
about-project :
- Purpose of the Job and Accountability
- 24*7 monitoring support for in-scope infrastructure.
- Develop and acquire detailed knowledge of the environment.
- Handle escalations and assist in creation of RCAs.
- Possess the ability to work under pressure and the ability to communicate with stakeholders.
- Generate Operations report.
- Manage bridge calls and notify respective support groups.
- Perform GAP analysis.
- Creation of SOPs and Knowledge Base.
- Capture alerts, raise incident tickets and escalate to respective team.
- Provide phone support 24*7*365
responsibilities :
- Act as a first point of escalation/consultation for the team on technical, procedural and process related queries.
- Manages the team in his/her respective shift.
- Should have worked with monitoring tools like BBPM, HP NNM, and Solar Winds Etc.
- Should have worked with ticketing tools like Remedy, Service Now etc.
- Assists the team lead in maintaining and updating documents in central repository for the benefits of the entire team.
- Ensure proper shift handover to the next shift.
- Work in rotational shifts to provide 24/7 monitoring of the IT infrastructure.
- Liaise with the Merck Critical Incident Management Process Owner and Chair Process Review Meetings.
- Coordination and management during major incidents.
- Production and maintenance of the major incident communication plan.
- Facilitating the production and maintenance of the major incident restoration plan.
- Production of major incident progress updates.
- Participation in major incident reviews.
- Conduct regular Process Compliance Checks and Quality Reviews to ensure that the process is being followed consistently.
- Escalate any inconsistencies in the monitoring environment with the respect to the monitoring tool configuration, alert thresholds, alert message enrichment and false alerts.
- Discuss operational challenges and constraints in team meetings and with the management to ensure timely resolution.
- Assist Track Lead to resolve Operation Challenges and constraints if any within the team or in project.
- Should have understanding on experience Hands and Feet role like managing media, tape handling etc.
- Assisting third party vendor who comes for on-site Break fix support
- Analysis and reporting of incident trend data to identify and eliminate root causes.
- Managing root cause analysis between technical teams.
- Should have basic understanding on Problem management process,
- Production of statistics and trend reports to demonstrate performance of the Problem Management process
requirements-expected :
- Knowledgeable in ITIL concepts [Incident Management, Problem Management etc. ].
- Should have worked in high pressure work environment and ability to multitask.
- Basic support experience on Windows/Unix Servers, Network Devices, Backup.
- Excellent Verbal and written Communication skills.
- Hands on experience with the following.
- Any alert Monitoring tool BPPM, HP NNM, HP OVO etc.
- Incident, Problem and change life cycle process
- Any ITSM tool e. g. : Remedy, Service Now etc.
- Generating reports.
offered :
- Life insurance
- Private medical care
- MultiSport Card
- Subsidy for glasses
- Subsidy to language courses
- Christmas and holiday bonuses
benefits :
- sharing the costs of sports activities
- private medical care
- sharing the costs of foreign language classes
- life insurance
- retirement pension plan
- extra social benefits
- employee referral program
- charity initiatives
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