Proactive monitoring of applications, networks, and systems with a sense of urgency when issues arise
Analyze and troubleshoot application events and escalate incidents accordingly
Analyze and troubleshoot network communication failures/bottlenecks and escalate incidents accordingly
Analyze and troubleshoot system-related events and escalate incidents accordingly
Monitor security events and properly identify them for mitigation or silencing as false positive
Communicate with level 2 engineers as well as vendors to prevent/resolve an issue
Own and manage Global Monitoring incidents from creation to resolution with thorough documentation
Tests/maintenance with vendors and client
Participate in a 24x7 schedule
Participate in the continuous improvement process for refining the architecture, performance, and scalability to improve the quality and uptime of the environment
Develop and enhance system policies, procedures, and controls
Ensure adherence to Information Security guidelines
Collaborate with international clients and global internal teams
Requirements
Bachelor's degree or equivalent experience (MCP)
Microsoft Certified Professional certification is preferred
Minimum of 2 years professional experience in a technical support or similar role
Very strong problem-solving skills with proven ability to analyze, determine root cause and resolution of complex problems
Good analytical skills with the ability to thrive in a fast-paced environment while working independently or in a team environment
Experience working directly with customers and vendors
Experience supporting WAN/MAN/LAN networks
Experience with Windows or RHEL Linux
Exceptional technical and non-technical communication skills (written and verbal)
Strong troubleshooting and analytical skills and ability to collate and interpret data from various sources
Ability to assess and prioritize faults and respond or escalate accordingly
Capable of multi-tasking and good time management
Strong follow-through and initiative to stay with issues until they are resolved
Follow established guidelines, policies, and procedures
Ability to work on own initiative and without supervision
Willing to learn and develop new skills
Able to work flexible hours (including nights and weekends) if needed
Motivated, hardworking, and exceptional attention to detail
Strong interpersonal and written / verbal communication skills
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