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Job Description:
Job Summary
The Senior IT Service Operations Specialist provides advanced support for IT service operations, including help desk support, troubleshooting, and customer satisfaction. This role involves managing complex tickets, resolving issues, and ensuring the smooth operation of IT services.
Essential Job Responsibilities
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Should be willing to work in 24/7 support
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Ensure that all incidents, service requests and changes are logged into service-now ticketing tool, troubleshoot the incidents & follow-up till closure of the incidents
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Monitor the IT infrastructure devices through SolarWinds monitoring tool, create tickets, troubleshoot & escalate to appropriate team till resolution
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Monitor the web applications through Uptrends. create tickets, troubleshoot & escalate to appropriate team till resolution
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First level of support in patch managements
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Should have good windows & network L1 level troubleshooting skills
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Responsible for ensuring incidents & service requests & changes are resolved within the agreed SLA’s.
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Create, maintain & update system documentation where required as per ITIL standards
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Provide monthly management information reporting on activities, performance & utilization.
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Perform deep-dive analysis of alert trends to reduce noise and improve signal quality.
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Design and implement monitoring improvements across infrastructure and applications.
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Collaborate with Tier 3 to support monitoring requirements for new projects and technologies.
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Conduct peer reviews of monitoring configurations and changes.
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Lead proactive initiatives to enhance observability and reduce blind spots.
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Troubleshoot complex monitoring issues and escalate platform-level bugs or limitations.
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Take initiative in identifying and resolving monitoring inefficiencies.
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Demonstrate technical depth in monitoring tools and best practices.
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Provide mentorship and guidance to Tier 1 team members.
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Maintain a forward-looking mindset, anticipating monitoring needs for evolving infrastructure.
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Ensure alignment with enterprise standards and collaborate with Tier 3 on strategic monitoring goals.
Qualifications & Requirements
Education:
Bachelor's degree in information technology, Computer Science, or a related field.
Experience:
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Should have 7+ years of experience in IT Infrastructure Support.
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Should have good knowledge in windows operating systems.
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Should have basic knowledge in any ITIL ticketing tool.
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Should have basic knowledge in incident management, request fulfillment, change management & problem management.
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Good understanding of cloud technology such as AWS & Azure.
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Knowledge on transformation, automation within NOC/ IT Monitoring.
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Strong troubleshooting and root cause analysis skills.
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Familiarity with observability concepts.
Skills:
Communication
Completeness
Computer Network Operations
Customer Satisfaction
Desktop Computers
Help Desk Support
Information Technology Service Management (ITSM)
IT Hardware Support
Local Area Network (LAN)
Microsoft Server Operating Systems
Operating Systems (OS)
Proactive Approach
Problem Solving
Professional Collaboration
Technical Support
Ticketing Systems
Certifications:
Additional Requirements
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Excellent interpersonal and communication skills.
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Scripting knowledge is added advantage
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Should have highly vigilant
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Should be more proactive
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
It is Epiq’s policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individual’s race, religion, ethnicity, color, sex, sexual orientation, gender identity or expressions, transgender status, sexual and other reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, physical or mental disability, veteran or family status or any other basis protected by applicable national, federal, state, provincial or local law. Epiq’s policy prohibits unlawful discrimination based on any of these impermissible bases, as well as any bases or grounds protected by applicable law in each jurisdiction. In addition Epiq will take affirmative action for minorities, women, covered veterans and individuals with disabilities. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. Epiq is pleased to provide such assistance and no applicant will be penalized as a result of such a request. Pursuant to relevant law, where applicable, Epiq will consider for employment qualified applicants with arrest and conviction records.
