RR-0167957 Analyst I Infrastructure Services

Job Description:

• 3-5 years of total experience in supporting production environment for EMS tools
• Administer/Manage Tools like ManageEngine ( OpManager, End Point central and Service Desk Plus) - any two tools is mandatory
• Must have 2+ year of experience on Manage Engine OpManager and Service Desk Plus
• Good understanding on monitoring and ITSM and ITOM solutions
• Should have ITIL knowledge and certification is preferrable
• Should have strong knowledge on basics of Operating system, network, Storage and applications monitoring
• Configure users, profile configurations, CI configuration/changes in service desk plus
• Regularly assess tools configurations and bring improvements for efficient tools implementation
• Creating alert thresholds, alarms and define actions
• Configure capacity, availability and performance reports as per the needs
• Participate in root cause analysis and provide feedback from tool point of view
• Perform daily health checks on EMS tools and rectify if there are any issues found
• Conduct regular team meetings to address all the operations related issues, support for change implementations without failures.
• Act as first level of escalation for all the EMS tools related complaints and address based on the priority, escalate to next level support in time if needed
• Good Knowledge on integration of ManageEngine tools for event forwarding, topology synchronization and auto ticketing
• Make sure all the changes are implemented with through risk and impact analysis, so that no changes will be failed to be implemented
• Prepare documentation for standard operating procedures for support team
• Identify risks and issues and take mitigations steps to avoid outages or minimize the production impact.
• Contribute to standardizing monitoring parameters for infrastructure and applications monitoring.
• Perform Manage Engine application upgrades, OS patches and support lifecycle management

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