• Quickly verify issues reported by SEG-Associates, ability to understand the magnitude of the incident and its business consequence. • Ensure that you are equipped with understanding alerts & procedure to respond adhering to high availability standards. • Understanding of business products, IT infrastructure, DC locations, critical PEG & Leanops services to provide first-line resolution. • Ensure that SOPs for first-line support of all relevant IT infrastructure, business offerings are available and kept current. • Mitigate incident as part of first-line support, strictly adhering to agreed approach & SOPs. • Engage on-call engineer and Fire chief depending on criticality of the incident and feed relevant information to PEG & other engineers. • Facilitate troubleshooting issues by providing first hand details of incidents with precise incident details like timelines, involved Cis, impacted customers, etc. • Follow up for resolution of incident. Ensuring SLA’s are met on incidents, escalation to next level if required. • Ability to execute minor changes within the strict SOP framework. • Continuous improvement of 1st line practices to improve first response resolution through knowledge transfer and documentation. • Ensure details of every incident is discussed & shared within the team including knowledge transfer and the creation and maintenance of documentation. • Work in shifts, to support 24x7 operation of the team. • Provide out of hours support through an on-call scheme, if desired.
India - Hyderabad
DIvyasree Omega, "B" Block, 5th Floor, Hitech City Road, Kondapur, Hyderabad, Andhra Pradesh, India
While our business is not dependent on physical assets to succeed, it is heavily dependent on intangible assets such as our brands, technology and most importantly our people. We aim to attract and retain high performing talent from around the world and seek to promote and develop a high performance culture. Our employees are both engaged and well-rewarded for their achievements and outstanding contributions.