IT Infrastructure Managed Service - Associate - COmmand Center(NOC) - Operate

Role NOC/Command Center (Associate Relevant Exp: 2 Years to 5 Years) Job Responsibilities Monitoring & L1.5 troubleshooting & resolution for Infrastructure and application related issues as per knowledge articles.Initial triage of incidents related to Infrastructure (network router, switch, Meraki devices, access points, SDWAN ;server Windows & Linux etc.) & application components using knowledge articles.Work on service requests (network device onboarding & offboarding, certificate management, alert enablement in SolarWinds etc.) following the documented process.Perform health check activities and monitor performances of infrastructure components & applications.Making inbound & outbound calls with ISP & onsite tech team.Engage third parties (as required) to support resolution for Supplier ServicesInitiate the technical bridge upon Major Incident declaration and provide update on the bridge to all stakeholders.Send email communications and notifications during major incident bridges.Engage other technical teams to support resolution for supplier services.Confirmation with end users/technical teams for issue resolution and update all stakeholders on technical bridge.Create problem tickets & outage records for major incidents.Keep the incident updated as per discovery or end user information on real time basis.Engage technical manager and technical teams to provide updates in case of major incidents via bridge call and update playbook throughout the call.Monitoring the volume of Incidents, Incident resolution, pending Incidents, complaints, and escalations.For P1/P2 incidents, where vendor is involved, ensuring that Incident being addressed by the vendor is actively managed and that the vendor provides timely resolution.Validating the accuracy of incident/Service request submitted by Service desk to ensure categorization, prioritization and configuration item are accurate.Must be willing to work in shifts, provide hand-over to next shift and provide on-call support as per business needs.Independently running major incident bridges with complete command & controlShould be able to assess business impact of major issues and initiate bridge callsTaking complete responsibility of an Incident throughout the lifecycle Should be able to draft / review major incident communications which goes up to Client leadership. Prior experience working in a Global Command Center / Technical Operations Center role. Analyze process improvement & automate opportunities and collaborate with technical teams till implementation.Should be ready to learn new technology & processes and provide training to teamCreate knowledge articles or SOP as per requirement Key Skills And Experience Hands-on experience on at least 1 ITSM tool (ServiceNow, Remedy, etc.,).Proven verbal and written communication skills, which will be key in driving customer communication during critical events.Demonstrating proficiencies in at least one of the technology domains (preferably network).Proven understanding of ITIL frameworkExperience working in Managed services environment providing application support, with strong knowledge on IT Service Management (ITSM) process including incident, request, and problem management.ITIL 4 certification is a plus Role NOC/Command Center (Associate Relevant Exp: 2 Years to 5 Years) Job Responsibilities Monitoring & L1.5 troubleshooting & resolution for Infrastructure and application related issues as per knowledge articles.Initial triage of incidents related to Infrastructure (network router, switch, Meraki devices, access points, SDWAN ;server Windows & Linux etc.) & application components using knowledge articles.Work on service requests (network device onboarding & offboarding, certificate management, alert enablement in SolarWinds etc.) following the documented process.Perform health check activities and monitor performances of infrastructure components & applications.Making inbound & outbound calls with ISP & onsite tech team.Engage third parties (as required) to support resolution for Supplier ServicesInitiate the technical bridge upon Major Incident declaration and provide update on the bridge to all stakeholders.Send email communications and notifications during major incident bridges.Engage other technical teams to support resolution for supplier services.Confirmation with end users/technical teams for issue resolution and update all stakeholders on technical bridge.Create problem tickets & outage records for major incidents.Keep the incident updated as per discovery or end user information on real time basis.Engage technical manager and technical teams to provide updates in case of major incidents via bridge call and update playbook throughout the call.Monitoring the volume of Incidents, Incident resolution, pending Incidents, complaints, and escalations.For P1/P2 incidents, where vendor is involved, ensuring that Incident being addressed by the vendor is actively managed and that the vendor provid