Technical II, IT Operations

Job Title:

Job Description

Key Duties and Responsibilities

• Active participation in Incident Management. In case of Sev1 incidents, validate from production floor all the artifacts and extract details like Ping/Trace Route and initiate troubleshooting session with all platforms to isolate the problem.
• Ensure completion/addition/modification of Backup is managed & monitored daily. Managing Tape inventory for Concentrix & Customer owned Tapes and moving them weekly to off-site location. Catering to restoration of data on requests received from Business.
• Supporting new Transitions on Image & Desktops Readiness.
• Ensuring all PCI, HIPPA accounts are IT security compliant as per PCI, HIPPA etc. guidelines.
• All security controls are implemented starting from Active Directory group policy deployment on all production desktops.
• BCP test for IT infrastructure, links/firewalls specific to all accounts. Performing failover tests for Firewall, Network, Servers AD/DNS/DHCP services, PA & BA switch testing to ensure we are compliant with BCP guidelines and contractual obligations to the customer.
• Ensuring compliance & security for the site. Maintaining system compliance & audits as per COPC, ISO 27001 etc. standards & ensure 100% contract compliance.
• L2 support for all network, server & voice infrastructure for CNX and client owned equipments as applicable.
• SSAE activity.
• PGP Desktops Validation, OU Users Policy Validation & Computer OU Policy validation.
• Tickets review of all pending tickets.
• Site Hardening testing.
• Validating these controls like printer permissions, AD Users & computers permissions for restriction of c: drive permission, saving rights, software installation rights & software deployment on desktops.
• Validation & updation of images & documents on Tivoli servers to ensure all images are updated with latest patches, customer software, Service Packs etc.
• Measure & support b/w consumption of accounts and monthly reporting.
• Validation of Client Asset/Software with client and ensuring all these assets are a part of inventory.
• Updating Daily/Monthly/Quarterly/Half Yearly/Yearly Health Checklist.
• Managing Local DNS /DHCP/File server/Tivoli server for service delivery location as day-to-day operation to support Business.
• Achieving and Maintaining high IT VOC scores.  Action planning for identified areas.

.Rotational Shifts, willing to work predominantly in night shifts, 24/7 environment

Qualifications and Experience Required

• 6.5+ years’ experience supporting desktop/laptop hardware and software in a Windows-based PC/LAN environment or equivalent
• Bachelor's Degree/Post Graduate (In IT/Computer Applications/Electronics)
• ITIL V3, MCSE, CCNA or similar certifications  required
• Knowledge of Windows, Network, Voice
• Knowledge of ITIL V3 Framework
• Proven problem management, incident management, customer/client management, change management, RCA and ticket analysis experience.
• Intermediate understanding of Enterprise Networks, Active Directory set up & Windows servers
• Demonstrable experience in ticket resolution using Remedy and ITIL based framework, maintaining systems compliance and audits as per ISO/IEC 27001:2013, ISO 22301 Business Continuity & PCI
• Flexibility to stretch & deliver within timelines.  

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Language Requirements:

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