• Location:
    India - Hyderabad
  • Business Function:
  • Specialism:
    Production Support
SEG - Engineer

• 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.

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India - Hyderabad
DIvyasree Omega, "B" Block, 5th Floor, Hitech City Road, Kondapur, Hyderabad, Andhra Pradesh, India
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