Job Location: Gurgaon/Gurugram
Job Description
- Person will be responsible for driving the optimization of technology operations though system/services performance monitoring, data and analysis.
- Monitor operation to ensure established service level agreements/objectives (SLA/OLA) are met.
- Collect data, analyze and report on performance, usage and trends within assigned portfolio.
- Synthesize findings to draw correlations between performance symptoms and existing or potential issues, identify exceptional conditions and opportunities for improvement.
- Escalate and document issues and events in accordance with established procedures and processes.
- This role includes permanent Night shift with Weekends working.
Responsibilities
Monitor
- Use technology monitoring tools to monitor assigned environments and/or technical assets and identify/detect performance and behavior outside of established standards or SLA/Os.
- Evaluate current and/or potential impact deviation may cause to infrastructure, delivery or services.
- Determine appropriate next steps (e.g. closer monitoring, further review or immediate action).
Data Collection, Tracking Analysis
- Use a variety of data collection techniques and systems to collect technology operations performance data as it relates to area of responsibility.
- Analyze to draw accurate conclusions regarding performance, trends and issues (current and/or potential).
- Monitor compliance with defined SLA/Os.
- Monitor consumption/usage metrics to understand trends to assist in the effective management of vendor partners (as applicable).
- Perform trend analysis to identify cause of performance and/or usage issues.
Reporting
- Collaborate with management and/or Process Owner to determine reporting to drive utilization, efficiency and effectiveness of technology systems and/or services.
- Create reporting templates and dashboards to consistently and succinctly convey trends, consumption, and performance to leadership, business partners and other technology teams (as applicable).
Alert Document
- Alert appropriate team (per incident and event management processes) to provide warning/notification that a threshold has been reached, something has changed, or a failure has occurred.
- Document concerns and findings, collect all pertinent data (to include comparison of exception data and normal data) and ensure incident/event tracking tools are up-to-date (per established guidelines and procedures).
Continuous Improvement
- Use experience, expertise and data analysis to collaborate with manager and team members in the identification of corrective action to increase efficiency, improve performance and meet or exceed consumption targets
- Experience in handling Infrastructure level issues, deep understanding of network devices, storage, web tier architectures, databases
- Knowledge on data flow from web layer to DB layer and integration with 3rd party systems
Required Qualifications
- Bachelor s degree in Computer Science, IT, MIS, Math or related field; or equivalent work experience.
- Demonstrated ability to clearly and persuasively communicate (verbal and written) ideas, issues and recommendations.
- Experience in working with clients/customers located at different geographies of the world
- 2 to 4 years of experience in a technology operations organization.
- 1+ years of experience pulling and analyzing data in support of a technology operations organization.
- Expert-level skills managing and analyzing data in Microsoft Excel.
- Experience and proficiency with entire Microsoft Office suite.
- Strong, proven ability to multi-task
Preferred Qualifications
ITIL Foundation certification.
- Strong analytical ability with proven proficiency in synthesizing data into meaningful and digestible data points and actions.
- 2+ years of experience on ITSM tools like ServiceNow
- Strong attention to detail.
- Experience with event correlation and interpretation, utilizing various monitoring tools including (Dynatrace, Sumologic, HP Business Service Management, HP Sitescope, PRTG)
- Previous experience in critical Incident Management role
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