EY GIS_Event Monitoring Technician_Associate in Kochi, India

GISEvent Monitoring TechnicianAssociate

Core Business Services

Requisition # KOC000W2

Post Date Sep 28, 2018

Infrastructure Systems Management and Support – Event Monitoring Technician

Be part of a strong vibrant team with high morale and motivation, monitoring critical services of EY offices located across the globe. Event Monitoring Engineers are responsible for real-time monitoring of alerts generated from EY IT infrastructure devices (Network, Server, Storage, Database etc.) and Applications hosted across the globe, 24 hours a day 7 days a week. Event Monitoring team is the First Responder of all IT infrastructure outages and collaboratively work to restore normal service operation as quickly as possible.

Key Responsibilities:

  • Timely respond to alerts, provide 24/7 support to ensure minimal downtime of IT infrastructure and Critical Business Applications of EY.

  • Monitoring and validation of events/alerts generated in EY monitoring toolset.

  • Use insights to correlate alerts/events and other operational data to enable consistent and valid ticket creation.

  • Incident assignment and coordination between Event Monitoring & other higher-level technical support team for service restoration.

  • Efficiently handle tickets by identifying, prioritizing, assigning, resolving and communicating to appropriate team to provide highest level of service to Business.

  • Email mailbox monitoring, Vendor call management and incident creation based on calls and emails.

  • Handle Service Requests logged for AD account unlock and password reset within the defined SLA.

  • Incident Management – perform first level troubleshooting of all incidents with proper documentation and escalating/resolving incidents, as per defined process.

  • Provide necessary support to monthly windows server patching activity and other preventative tasks.

  • Work in tandem with Shift Leads/SMEs and escalate any potential outages or abnormal situations to their notice immediately.

Key Competencies:

  • Good knowledge on Windows Operating System.

  • Knowledge on Windows and Linux based Server technologies.

  • Knowledge on Networking and Computer fundamentals.

  • Basic understanding of IT infrastructure devices and monitoring tools.

  • Basic knowledge of ITIL terminology (Incident, Change, Problem, Service Requests etc.).

  • Experience working with monitoring tools (SCOM, NNMi, OMi) will be an added advantage.

  • Experience in troubleshooting in any of the following platforms:

  • Windows desktop, Windows servers, Linux and Network.

  • Good problem solving skills and a high degree of self-motivation

  • Willing to work in rotating shifts and flexible schedule in 24/7 environment.

  • Equally comfortable working independently or collaboratively often under strict SLA’s.

  • Capable of multi-tasking, good time management and prioritization of workload.

  • Able to articulate clearly and precisely to Business and other Technology groups.

Qualifications:

  • BE/B.Tech/MCA/BSc or Equivalent Degree.

  • Windows Server certifications (Preferred).

  • CCNA/CCNP certifications (Preferred).

  • ITIL knowledge and certification will be a benefit.

  • Must have excellent verbal and written English communication skill.