Required Skills Behavioral | Aptitude | Communication Technology | Hardware and Networking | Installation, configuration, maintainance and repair Technology | Audio, Video support | Installation and configuration Technology | Windows Operating System | Installation, configuration and management Technology | End Point Security | Antivirus management, data encryption, DLP, desktop firewall, VPN, AD policies Education Qualification : Any Graduate Certification Mandatory / Desirable : Technology | Microsoft 365 Certified | Modern Desktop Administrator Associate 1) Field Services Support Engineers? primary responsibility is to provide support to an organization?s IT systems to help them meet their business goals, this is done by ensuring that all computers and networks operate efficiently with high uptime. 2) As a desktop engineer, you may need to assemble and install client desktop computers and assist the end-user in securing their hardware. 3) This role also involves hands & feet support for various IT support teams to perform activities related to periodic maintenance to handling individual systems hardware, software, and network queries 4) To support daily technical support activities for computers & all other end point devices. Update the support ticket with the progress, to set up and test desktop computer peripherals. 5) To perform the system changes adhered to organizational policies. 6) Conduct remote desktop troubleshooting to end user issues. Maintain technical documentation in association with other functional departments 7) Technical Skills a. Windows Operating System: b. Ability to Install and troubleshoot different versions of Windows OS independently. E.g. Windows XP. Windows 7, Windows 10 and Windows 11 c. Understanding of desktop applications and how do they work, installation & uninstallation. d. Understanding of domain setup & ability to add / remove computers to domain. update Group policies. carry out Disk management, Disk Encryption, Wireless configuration. check utilization and availability, ability to perform start up and shut down services by following SOP. deploy gold images on multiple desktops using SOP, Ability to install and configure client applications independently 8) In addition to above, support and perform below activities. a. Exchange and Mobility Clients b. Printer management c. Backup and Recovery d. Audio, Video support e. End Point Security/Patch Management f. Hardware and Networking

Required Skills Technology | End User Issues | Printer+Scanner+Outoook+MS Office+Applications Education Qualification : Diploma Certification Mandatory / Desirable : Technology | IT Certifications | HDI Certification | ITIL Foundation Details: 1. Handle incoming calls, emails and chat from the user may require working on rotational shift 2. Ability to comprehend end users from International locations over the phone 3. Recording, classifying and prioritizing tickets 4. Providing initial support and troubleshooting based on Knowledge Base articles 5. Taking a remote of an end users machine if required while troubleshooting 6. Routing requests to the appropriate support groups\ third party suppliers when tickets are not resolved during initial support 7. Monitoring the status and documenting the progress towards resolution of all open tickets 8. Keeping affected users informed about the progress. 9. Resolution confirmation and closure of tickets within the SLA Technical Skills: 1. Basic troubleshooting on different versions of Windows OS. E.g., Windows XP. Windows 7, Windows 10 and Windows 11 2. Understanding of desktop applications, installation and uninstallation 3. Ability to support users in business applications based on SOP s 5. Troubleshooting Desktop/Application remotely 6. Ability to carry out Disk management, Disk Encryption, Wireless configuration 7. Ability to check utilization and availability, ability to perform start up and shut down services by following SOP 8. Ability to Install and configure email client, troubleshoot connectivity issue Backup and Recovery: 1. Technical understanding of native backup management tools and different types of backups. 2. Ability to provide SOP based support for configuring and troubleshooting backup related issues 3. Basic Networking Desired Skills:- Basic understanding of virtual infrastructure and Cloud (AWS, Azure and Google cloud)

Required Skills Technology | Cisco VoIP PABX Expert - Level 3 Support Technology | Five9 CCaaS Expert - Level 3 Support Technology | Fortinet VoIP Administrator - Level 2 Support Technology | Amazon Connect Administrator - Level 2 Support Technology | MS Teams VoIP PSTN PBX Administrator - Level 2 Support Education Qualification : Engineer - B.E / B.Tech / MCA Delivery Skills: 1. Technology Management: Responsible for overall network technology management for the business. Responsible for planning and execution of new technology roll outs, scope expansion and readiness of team from technology standpoint. Manage SOPs, Knowledge documents, KB articles. Implement technical methodology improvement from past failures and learnings. 2. Restoration and Other Responsibilities: Work on resolution of complex or escalated issues from L2 engineer or network outages. Preparing RCA for major incidents and problem tickets. Secures network system by establishing and enforcing policies, defining, and monitoring access. Collaborating with network architects on network optimization. 3. Triage: Generally, the L3 is the final level of escalation for all Network related issues. However, in the event of an un-resolved incident which is taking longer than expected, the L3 engineer is required to co-ordinate with the Network TDU COE team to get expert help and work towards the resolution of incidents. They will also engage and work is the respective TAC teams to resolve any product related issues or software bugs 4. Process Compliance: Gather information from vendor, customer, analysis from the troubleshooting/investigation, resolution steps implemented etc. and update the tickets regularly as per the defined process Prepare a detailed report on the plan of action for the existing tickets for the next shift engineer (Shift Handover Report) Followthrough and execute the various Escalation Matrix (Vendor, Internal and Customer defined) Ensure tickets are closed post user/customer communication Maintain inventory of Network equipments and links Constantly track tickets for SLA adherence and escalate on deviations as defined in the process Constantly track tickets for SLA adherence and escalate on deviations as defined in the process

Required Skills Technology | Operating System|Working knowledge on Virtualization technology like Hyper-V, VMware, commissioning of new guests Technology | Operating System|Maintain RAID and involve in mirroring and migration activities Technology | Operating System|Knowledge of different storage protocols such as ISCSI, FC, SCSI, CIFS, NFS etc Education Qualification : Any Graduate (Engineering / Science) Certification Mandatory / Desirable : Technology | MCSE / VCP / AZ-104 Delivery Skills: 1. Troubleshooting and Management: WSUS, AV, DNS, related troubleshooting, GP Templates Creation, Adding or Removing of SPNS (Security Principle Names) OS Management - Windows server re-installation. Adding/Decommissioning domain, creating scripts for daily/weekly tasksy, OS Booting issues, Configuring page file for memory dump file collection, Turning and tweaking OS to get optimal performance 2. Restoration and other responsibilities: Work on resolution of complex or escalated issues from L2 engineer. Preparing RCA for major incidents and problem tickets. IIS Server changes, NLB Configuration, SSL Configuration and Management, Providing access to the sites, IIS Troubleshooting 3.Triage: Generally the L3 is the final level of escalation for all WintelandVMWare related issues. However in the event of an un-resolved incident which is taking longer than expected, the L3 eningeer is required to co-ordinate with the Data Center TDU COE team to get expert help and work towards the resolution of incidents. They will also engage and work with the respective TAC teams to resolve any product related issues or software bugs 4. Process Compliance: Prepare RFCs and represent RFC in the change advisory board for approval of changes. Assign approved changes to L2 group to implement them Conduct repeat incident analysis to identify proactive problem tickets and work on the premanent fix for the issues Gather information from vendor, customer, analysis from the troubleshooting or investigation, resolution steps implemented and update the tickets regularly, as per the defined process Prepare a detailed report on the plan of action for the existing tickets for the next shift engineer Followthrough and execute the various Escalation Matrix (Vendor , Internal and Customer defined) Ensure tickets are closed post user or customer communication, Constantly track tickets for SLA adherence and escalate on deviations as defined in the process

Required Skills Technology | Cisco R and S Network Expert - Level 3 Support Technology | HPN R and S Expert - Level 3 Support Technology | Nexus Switch Administrator - Level 2 Support Technology | Firepower Firewall Administrator - Level 2 Support Technology | Palo Alto Firewall Administrator - Level 2 Support Technology | Checkpoint Firewall Administrator - Level 2 Support Education Qualification : Engineer - B.E / B.Tech / MCA Certification Mandatory / Desirable : Technology | Administrative Level Certification - F5 Certified Technical Specilist / CCNP Security / CCNP Wirless / RCPE Professional-Level Certification in WAN Optimization / ZIA Prof / ZPA Prof / ACCP / CCNP Service Provider Delivery Skills: 1. Technology Management: Responsible for overall network technology management for the business. Responsible for planning and execution of new technology roll outs, scope expansion and readiness of team from technology standpoint. Manage SOPs, Knowledge documents, KB articles. Implement technical methodology improvement from past failures and learnings. 2. Restoration and Resolution: Identify the network issue based on troubleshooting and decide on the actions required to be implemented for resolving the issue. Refer to required KEDB or Knowledge bases for known issues/repetitive issues and resolution steps. Implement the resolution steps, execute, validate and update ticket with steps taken and outcome. 3. Triage: Once the resolution steps are completed if the issue is still not resolved or if it s an unknown issue and standard troubleshooting methods did not resolve the issue, escalate the ticket to L3 Network SME and support the troubleshooting process, if there is a bridge, continue on the bridge along with the SME. This support includes coordination with 3rd party network vendor technicians. 4. Process Compliance: Gather information from vendor, customer, analysis from the troubleshooting/investigation, resolution steps implemented etc. and update the tickets regularly as per the defined process Prepare a detailed report on the plan of action for the existing tickets for the next shift engineer (Shift Handover Report) Followthrough andexecute the various Escalation Matrix (Vendor, Internal and Customer defined) Maintain inventory of Network equipments and links Constantly track tickets for SLA adherence and escalate on deviations as defined in the process 5. Value Proposition: Understand the existing environment and propose any opportunity of improvement. Look at nagging issues in the environment and come out with Get Around solutions by working with vendors and industry experts

Required Skills Technology | Virtual Desktop - VMware VDI Technology | Virtual Desktop - Citrix Domain | IT in Banking | Customer Support Behavioral | Aptitude | Communication Education Qualification : Any Graduate (Engineering / Science) Key Responsibilities: Prepare and publish the applications on VDI environments Renewal the certificates for the VDI environments Create and customize application stores Configuration of license servers Group policy management Technical Skills 1. XenApp and XenDesktop Basic Troubleshooting and administration of Citrix XenApp/XenDesktop or VMWare Demonstrated understanding of and implementation of user authentication and authorization tools between multiple systems, servers, and environments Hands on experience on MCS and PVS Hands on experience on Citrix policies configuration Citrix Administration with both XenApp and XenDesktop with multiple sites and farms Experience NetScaler StoreFront Web Interface. Expertise in Citrix Virtual Application and Desktop71912 2106 2012 7 15LTSR Expertise in Citrix Provisioning 1912 Citrix Cloud Citrix FAS Citrix Cloud Connector Configure and support NetScaler and Access Gateway solutions to support scalable delivery of applications. Good knowledge on Citrix Infrastructure components GPO Citrix policies Experience in troubleshooting Citrix issues and provide effective solution Hands on experience on PVS and MCS technology PowerShell scripting. Citrix Administration with both XenApp and XenDesktop with multiple sites and farms Expertise in Citrix Provisioning 1912 Citrix Cloud Citrix FAS Citrix Cloud Connector Configure and support NetScaler and Access Gateway solutions to support scalable delivery of applications. Good knowledge on Citrix Infrastructure components GPO Citrix policies 2. NetScaler Understanding NetScaler Configuration on various models like MPX, VPX and SDX Experience on Configure the Load balancing virtual servers based on requirement Knowledge on renewal the certificates in NetScaler Experience NetScaler StoreFront Web Interface. Expertise in Citrix Virtual Application and Desktop71912 2106 2012 7 15LTSR 3. Network Network fundamentals and network troubleshooting

Behavioral | Aptitude | Communication Technology | Hardware and Networking | Installation, configuration, maintainance and repair Technology | Audio, Video support | Installation and configuration Technology | Windows and MAC Support | OS administration Technology | End Point Security | Antivirus management, data encryption, DLP, desktop firewall, VPN, AD policies Education Qualification : Any Graduate Certification Mandatory / Desirable : Technology | Microsoft 365 Certified | Modern Desktop Administrator Associate 1) Field Services support Engineers primary responsibility is to provide support to an organization s IT systems to help them meet their business goals, this is done by ensuring that all computers and networks operate efficiently with high uptime. 2) As a desktop engineer, you may need to assemble and install client desktop computers and assist the end-user in securing their hardware. This role also involves hands & feet support for various IT support teams to perform activities related to periodic maintenance to handling individual systems hardware, software, and network queries. 3) To support daily technical support activities for computers & all other end point devices 4) Update the support ticket with the progress 5) To set up and test desktop computer peripherals 6) To perform the system changes adhered to organizational policies 7) Conduct remote desktop troubleshooting to end-users along with documentation ticket maintenance 8) Maintain technical documentation in association with other functional departments 9) Technical Skills a. Hardware and Networking: Hardware Knowledge on multiple vendor end point products to troubleshoot & isolating hardware issues b. Ability to provide physical support for mounting of DC HW, basic connectivity establishment c. Ability to Install remote tools like Putty to establish connectivity between two devices d. Ability to replace allowed HW components (such as HDD, memory) e. Ability to work with various assessment tools to identify the different hardware models available f. Ability to test the compatibility of Image with the various hardware models available, where needed g. Windows Operating System h. Exchange and Mobility Clients i. Printer management j. Backup and Recovery k. Audio, Video support l. End Point Security m. Vendor co-ordination n. Asset management o. Incident management p. Patch management q. MAC OS Support r. Basic Linux knowledge is an added advantage s. VIP User Support:

Employee Relations (ER) and Compliance Specialist Location: Bangalore, India Experience: 5 to 8 years Job Overview: Microland is looking for a detail-oriented and experienced Employee Relations (ER) and Compliance Specialist to join our HR team in Bangalore . This role is responsible for managing employee relations cases, ensuring statutory and organizational compliance, conducting HR audits, and driving policy governance. The ideal candidate will have a strong grasp of Indian labor laws, investigation protocols, and HR compliance frameworks, with the ability to represent the company in external audits. Key Responsibilities: Act as the primary point of contact for Employee Relations matters, including grievance handling, disciplinary issues, and conflict resolution. Conduct fair, timely, and well-documented internal investigations into employee complaints, policy violations, and workplace misconduct. Draft, review, and regularly update HR policies, employment contracts, and the Employee Handbook to ensure alignment with legal and company standards. Ensure 100% compliance with statutory requirements (PF, ESI, Shops & Establishment Act, POSH, etc.) and support governance through documentation and tracking. Conduct internal HR audits to assess policy compliance and proactively identify areas of risk or improvement. Represent Microland in external HR audits conducted by clients, statutory bodies, or certifying agencies, ensuring all requirements are met with accuracy and professionalism. Stay abreast of changes in labor and employment law; interpret and implement changes into HR processes and documentation. Collaborate with Legal, Compliance, and Business Leaders to strengthen governance frameworks and policy adherence. Lead employee and manager training sessions on ER practices, compliance protocols, and statutory awareness. Maintain meticulous records and reporting dashboards for ER case management, investigations, and audit readiness. Exposure to Global Compliances applicable for US & EMEA is preferred Has experience working with Compliance vendors and partners, and Legal teams for compliance and ER requirements Key Requirements: Masters degree in Human Resources or Labour Law is preferred. 5 to 8 years of progressive experience in Employee Relations and HR Compliance. Strong knowledge of Indian labor laws and statutory regulations; global compliance exposure is a plus. Experience in conducting investigations and managing sensitive employee matters with discretion and integrity. Prior experience conducting internal HR audits and participating in external audit processes. Excellent documentation, policy drafting, and report-writing skills. Strong interpersonal and stakeholder management skills; ability to work collaboratively across teams. Process-driven, with a high degree of attention to detail and organizational governance.

Required Skills Behavioral | Aptitude | Communication Technology | Cybersecurity | SOC Alert Management Technology | Cybersecurity | Vulnerability Management Technology | Cybersecurity | SOC Monitoring Technology | Cybersecurity | Cloud Security Education Qualification : Any Graduate Certification Mandatory / Desirable : Technology | IT Security Certifications | EC-Council Certifications | EC-Council Certified Ethical Hacker (CEH) Details: Need to both keep an eye out for attacks in progress and try to figure out ways to beef up defenses to prevent or mitigate future attacks. To that end, you need to install security tools, investigate the suspicious activities those tools detect, support audit and compliance initiatives, and participate in developing security strategies 1. Escalate validated and confirmed incidents to designated incident response team. 2. Notify Client of incident and required mitigation works. 3. Fine-tune SIEM rules to reduce false positive and remove false negatives. 4. Collect global threat intelligence and internal threats then inject actions based on analysis and recommendation. 5. Proactively research and monitor security information to identify potential threats that may impact the organisation. 6. Develop and distribute information and alerts on required corrective actions to the organisation. 7. Learn new attack patterns, actively participate in security forums. 8. Work closely with Vulnerability Management and designated incident response team. 9. Understand the structure and the meaning of logs from different log sources. 10. Perform threat intel research. 11. Ability to run and understand Sandbox Static Analysis. 12. Analyst should know how to include details related to the logs, alarms and other indicators identified in accordance with the intervention protocol of each client and the SLA.

Job Title: Billing and Revenue Management Specialist Job Overview: We are seeking a proactive and detail-oriented Billing and Revenue Management Specialist to manage and oversee customer master updates, tracking order backlogs, billing management, revenue processing, and various reporting activities. The ideal candidate will have excellent organizational skills and the ability to manage recurring tasks, handle intercompany billing, support month-end processes, and provide guidance to team members on system and functional issues. Key Responsibilities: Handle billings based on contractual requirements, ensuring that billing is aligned with contract terms, milestones, and conditions. This includes intercompany billings as well Ensure the customer master is regularly cleared and updated. Collaborate with relevant teams to resolve issues related to customer data. Oversee ongoing project master activities and provide guidance to the team as needed. Assist in the completion of remaining project master tasks. Handling updates to order backlogs and contract logins. Oversee month-end tasks, ensuring timely and accurate clearing of issues with the MIS team. Verify project tagging and prevent double tagging at the contract level. Review and approve monthly reports including Transaction Reports, Catch-Up and Catch-Down Reports, Billing Rates Reports, Billing Registers, Contract Registers, and Project-Level Multi Reports. Review and share reports for credit notes and canceled invoices, along with Revenue on Hold and Unbilled revenue reports. Coordinate with team members to obtain JV creation and uploading in Fusion. Skills & Qualifications: Proven experience in billing management, revenue processing, and project master activities. Strong understanding of financial reporting, billing cycles, and related processes. Experience with system troubleshooting and resolving functional issues. Excellent communication and collaboration skills to work with various teams. Detail-oriented with the ability to manage multiple tasks and deadlines. Familiarity with Fusion system is a plus. Bachelors degree in Finance, Accounting, or a related field (preferred). 10+ years of experience in billing, revenue management, or financial operations.

Microland Limited is looking for Intern to join our dynamic team and embark on a rewarding career journey Assist in daily tasks and projects Gain hands-on experience in the field Support senior team members as needed Learn and develop new skills

Required Skills Technology | Operating System|Clear Clustering fundamentals, knowing the difference between Windows NLB and Clusters Technology | Operating System|Working knowledge of antivirus management tools, Virus definitions/signature update, etc Technology | Operating System | Knowledge along with scripting knowledge to automate certain monitoring tasks Technology | Operating System | Kernel patching and other patches/ add storage as per DB requirement Education Qualification : Any Graduate (Engineering / Science) Certification Mandatory / Desirable : Technology | OS 201 with Windows, Windows Server Administration, Virtualization Fundamentals & Vmware -201 Delivery Skills: 1. Proactive monitoring and investigation of logs: Initiate Windows, VMWare, HyperV administration, troubleshooting, investigate to identify the possible issues, locate the device/service causing the issue. 2.Restoration and Resolution: Identify the issue based on troubleshooting and decide on the actions required to be implemented for resolving the issue. Refer to required KEDB or Knowledge bases for known issues/repetitive issues and resolution steps. Implement the resolution steps, execute, validate and update ticket with steps taken and outcome 3. Triage: Once the resolution steps are completed if the issue is still not resolved or if it s an unknown issue and standard troubleshooting methods did not resolve the issue, escalate the ticket to L3 SME and support the troubleshooting process, if there is a bridge, continue on the bridge along with the SME. This support includes coordination with 3rd party vendor technicians. 4. Process Compliance: - Gather information from vendor, customer, analysis from the troubleshooting/investigation, resolution steps implemented and update the tickets regularly, as per the defined process - Prepare a detailed report on the plan of action for the existing tickets for the next shift engineer - Followthrough and execute the various Escalation Matrix (Vendor,Internal and Customer defined) - Ensure tickets are closed post user or customer communication - Constantly track tickets for SLA adherence and escalate on deviations as defined in the process

Required Skills Technology | Operating System|Clear Clustering fundamentals, knowing the difference between Windows NLB and Clusters Technology | Operating System|Working knowledge of antivirus management tools, Virus definitions/signature update, etc Technology | Operating System | Knowledge along with scripting knowledge to automate certain monitoring tasks Technology | Operating System | Kernel patching and other patches/ add storage as per DB requirement Education Qualification : Any Graduate (Engineering / Science) Certification Mandatory / Desirable : Technology | OS 201 with Windows, Windows Server Administration, Virtualization Fundamentals & Vmware -201 Delivery Skills: 1. Proactive monitoring and investigation of logs: Initiate Windows, VMWare, HyperV administration, troubleshooting, investigate to identify the possible issues, locate the device/service causing the issue. 2.Restoration and Resolution: Identify the issue based on troubleshooting and decide on the actions required to be implemented for resolving the issue. Refer to required KEDB or Knowledge bases for known issues/repetitive issues and resolution steps. Implement the resolution steps, execute, validate and update ticket with steps taken and outcome 3. Triage: Once the resolution steps are completed if the issue is still not resolved or if it s an unknown issue and standard troubleshooting methods did not resolve the issue, escalate the ticket to L3 SME and support the troubleshooting process, if there is a bridge, continue on the bridge along with the SME. This support includes coordination with 3rd party vendor technicians. 4. Process Compliance: - Gather information from vendor, customer, analysis from the troubleshooting/investigation, resolution steps implemented and update the tickets regularly, as per the defined process - Prepare a detailed report on the plan of action for the existing tickets for the next shift engineer - Followthrough and execute the various Escalation Matrix (Vendor,Internal and Customer defined) - Ensure tickets are closed post user or customer communication - Constantly track tickets for SLA adherence and escalate on deviations as defined in the process

Required Skills Technology | Operating System|Clear Clustering fundamentals, knowing the difference between Windows NLB and Clusters Technology | Operating System|Working knowledge of antivirus management tools, Virus definitions/signature update, etc Technology | Operating System | Knowledge along with scripting knowledge to automate certain monitoring tasks Technology | Operating System | Kernel patching and other patches/ add storage as per DB requirement Education Qualification : Any Graduate (Engineering / Science) Certification Mandatory / Desirable : Technology | OS 201 with Windows, Windows Server Administration, Virtualization Fundamentals & Vmware -201 Delivery Skills: 1. Proactive monitoring and investigation of logs: Initiate Windows, VMWare, HyperV administration, troubleshooting, investigate to identify the possible issues, locate the device/service causing the issue. 2.Restoration and Resolution: Identify the issue based on troubleshooting and decide on the actions required to be implemented for resolving the issue. Refer to required KEDB or Knowledge bases for known issues/repetitive issues and resolution steps. Implement the resolution steps, execute, validate and update ticket with steps taken and outcome 3. Triage: Once the resolution steps are completed if the issue is still not resolved or if it s an unknown issue and standard troubleshooting methods did not resolve the issue, escalate the ticket to L3 SME and support the troubleshooting process, if there is a bridge, continue on the bridge along with the SME. This support includes coordination with 3rd party vendor technicians. 4. Process Compliance: - Gather information from vendor, customer, analysis from the troubleshooting/investigation, resolution steps implemented and update the tickets regularly, as per the defined process - Prepare a detailed report on the plan of action for the existing tickets for the next shift engineer - Followthrough and execute the various Escalation Matrix (Vendor,Internal and Customer defined) - Ensure tickets are closed post user or customer communication - Constantly track tickets for SLA adherence and escalate on deviations as defined in the process

Required Skills Technology | Operating System|Clear Clustering fundamentals, knowing the difference between Windows NLB and Clusters Technology | Operating System|Working knowledge of antivirus management tools, Virus definitions/signature update, etc Technology | Operating System | Knowledge along with scripting knowledge to automate certain monitoring tasks Technology | Operating System | Kernel patching and other patches/ add storage as per DB requirement Education Qualification : Any Graduate (Engineering / Science) Certification Mandatory / Desirable : Technology | OS 201 with Windows, Windows Server Administration, Virtualization Fundamentals & Vmware -201 Delivery Skills: 1. Proactive monitoring and investigation of logs: Initiate Windows, VMWare, HyperV administration, troubleshooting, investigate to identify the possible issues, locate the device/service causing the issue. 2.Restoration and Resolution: Identify the issue based on troubleshooting and decide on the actions required to be implemented for resolving the issue. Refer to required KEDB or Knowledge bases for known issues/repetitive issues and resolution steps. Implement the resolution steps, execute, validate and update ticket with steps taken and outcome 3. Triage: Once the resolution steps are completed if the issue is still not resolved or if it s an unknown issue and standard troubleshooting methods did not resolve the issue, escalate the ticket to L3 SME and support the troubleshooting process, if there is a bridge, continue on the bridge along with the SME. This support includes coordination with 3rd party vendor technicians. 4. Process Compliance: - Gather information from vendor, customer, analysis from the troubleshooting/investigation, resolution steps implemented and update the tickets regularly, as per the defined process - Prepare a detailed report on the plan of action for the existing tickets for the next shift engineer - Followthrough and execute the various Escalation Matrix (Vendor,Internal and Customer defined) - Ensure tickets are closed post user or customer communication - Constantly track tickets for SLA adherence and escalate on deviations as defined in the process

Required Skills Technology | Operating System|Clear Clustering fundamentals, knowing the difference between Windows NLB and Clusters Technology | Operating System|Working knowledge of antivirus management tools, Virus definitions/signature update, etc Technology | Operating System | Knowledge along with scripting knowledge to automate certain monitoring tasks Technology | Operating System | Kernel patching and other patches/ add storage as per DB requirement Education Qualification : Any Graduate (Engineering / Science) Certification Mandatory / Desirable : Technology | OS 201 with Windows, Windows Server Administration, Virtualization Fundamentals & Vmware -201 Delivery Skills: 1. Proactive monitoring and investigation of logs: Initiate Windows, VMWare, HyperV administration, troubleshooting, investigate to identify the possible issues, locate the device/service causing the issue. 2.Restoration and Resolution: Identify the issue based on troubleshooting and decide on the actions required to be implemented for resolving the issue. Refer to required KEDB or Knowledge bases for known issues/repetitive issues and resolution steps. Implement the resolution steps, execute, validate and update ticket with steps taken and outcome 3. Triage: Once the resolution steps are completed if the issue is still not resolved or if it s an unknown issue and standard troubleshooting methods did not resolve the issue, escalate the ticket to L3 SME and support the troubleshooting process, if there is a bridge, continue on the bridge along with the SME. This support includes coordination with 3rd party vendor technicians. 4. Process Compliance: - Gather information from vendor, customer, analysis from the troubleshooting/investigation, resolution steps implemented and update the tickets regularly, as per the defined process - Prepare a detailed report on the plan of action for the existing tickets for the next shift engineer - Followthrough and execute the various Escalation Matrix (Vendor,Internal and Customer defined) - Ensure tickets are closed post user or customer communication - Constantly track tickets for SLA adherence and escalate on deviations as defined in the process

Required Skills Technology | Operating System|Clear Clustering fundamentals, knowing the difference between Windows NLB and Clusters Technology | Operating System|Working knowledge of antivirus management tools, Virus definitions/signature update, etc Technology | Operating System | Knowledge along with scripting knowledge to automate certain monitoring tasks Technology | Operating System | Kernel patching and other patches/ add storage as per DB requirement Education Qualification : Any Graduate (Engineering / Science) Certification Mandatory / Desirable : Technology | OS 201 with Windows, Windows Server Administration, Virtualization Fundamentals & Vmware -201 Delivery Skills: 1. Proactive monitoring and investigation of logs: Initiate Windows, VMWare, HyperV administration, troubleshooting, investigate to identify the possible issues, locate the device/service causing the issue. 2.Restoration and Resolution: Identify the issue based on troubleshooting and decide on the actions required to be implemented for resolving the issue. Refer to required KEDB or Knowledge bases for known issues/repetitive issues and resolution steps. Implement the resolution steps, execute, validate and update ticket with steps taken and outcome 3. Triage: Once the resolution steps are completed if the issue is still not resolved or if it s an unknown issue and standard troubleshooting methods did not resolve the issue, escalate the ticket to L3 SME and support the troubleshooting process, if there is a bridge, continue on the bridge along with the SME. This support includes coordination with 3rd party vendor technicians. 4. Process Compliance: - Gather information from vendor, customer, analysis from the troubleshooting/investigation, resolution steps implemented and update the tickets regularly, as per the defined process - Prepare a detailed report on the plan of action for the existing tickets for the next shift engineer - Followthrough and execute the various Escalation Matrix (Vendor,Internal and Customer defined) - Ensure tickets are closed post user or customer communication - Constantly track tickets for SLA adherence and escalate on deviations as defined in the process

Required Skills Technology | IT Service Management Tools | Servicenow Behavioral | Microland Skills | Customer Centricity Behavioral | Microland Skills | Execution Excellence Functional | Training and Development Activities | Conducting Training Education Qualification : Engineer - B.E / B.Tech / MCA Certification Mandatory / Desirable : Technology | IT Service Management Certifications | ITIL Expert Certificate Details: Will be responsible to function in the service department team and handles customer service interactions, reports, and repairs. The service management analyst ensures excellent customer service, maintains strong relationships with customers and third-party vendors and ensures repeat customers. 1. Provide customers with the information they need to rent or purchase equipment that is appropriate for their project 2. Develop contracts for commercial contractors and developers who have ongoing equipment rental or purchase needs 3. Train the sales staff using best practices in upselling, customer satisfaction and brand promotion 4. Manage our work order system, including invoice logging, and generate service invoices 5. Instruct customers on equipment operation, care and maintenance 6. Inspect rental equipment upon return and return deposits less any observed damage 7. Increase sales across all channels through effective hiring, training and management approaches

Required Skills Technology | ITIL - Incident Management Functional | IT Operations Management | Current, Up to date Operational Documentation Library (ODL) Behavioral | Aptitude | Data Related Skills Behavioral | Aptitude | Tasks Related Skills Behavioral | Microland Skills | Customer Centricity Education Qualification : Any Graduate Certification Mandatory / Desirable : Technology | IT Service Management Certifications | ITIL Intermediate Certificate This role will require interaction with a variety of IT teams and a demonstrable ability to influence individuals and teams is critical. In addition to working with IT teams the incident management team is also responsible for liaising with users to ensure they are updated regarding the status of their incidents. It is therefore essential that the successful candidate is highly customer focused and exhibits an ability to effectively communicate with customers and across all levels of IT management. - Aiding Service Management team on major issues - Driving the efficiency and effectiveness of the incident management process. - Monitoring the effectiveness of incident management and making recommendations for improvement. - Ensure timely submission of weekly/monthly productivity reports and Dashboards and have discussion with SO and SDM on regular intervals - Responsible for meeting targets of KPIs and SLAs - Ensure 100% compliance to defined Operations Management support Process especially Root Cause Analysis, Proactive communication with customer, Closure of any open-ended issues Identify Defect Areas and proactively carry out corrective actions - Providing information (input) to the Problem Manager - Providing a point of escalation for user issues - Demonstrating and increasing the value proposition of the incident management team and IT operations. - Manage a team of 6 to 8 members and its associated activities Technical Skills - Experience in IT enabled services IT Service Desk, IT Help Desk (Preferably phone support interacting with foreign clients/users) - Good knowledge of ITIL service management processes - ITIL Certified (Mandatory) - Experience of managing a team of 4 to 10 people - Should have independently driven major incidents (P1 and P2) - Worked in Incident, Problem and Change Management teams - Good Verbal and written communication

Required Skills Technology | Sentinel SIEM Tool Expert | Level 3 Support Technology | Securonix SIEM Tools Expert | Level 3 Support Technology | ArcSight SIEM Tools Administrator | Level 2 Support Technology | Cybersecurity General Administrator | Level 2 Support Technology | Network Traffic Analysis Administrator | Level 2 Support Education Qualification : Engineer - B.E / B.Tech / MCA Certification Mandatory / Desirable : Technology | CompTIA Security+/Certified SOC Analyst (CSA)/GIAC Security Essentials (GSEC)/Certified Ethical Hacker (CEH)/Cisco Certified CyberOps Associate/GIAC Certified Incident Handler (GCIH)/GIAC Security Operations Certified (GSOC) Delivery Skills required are: - Technical Expertise: - Expert knowledge of threat detection techniques and tools. Leading incident response efforts, including advanced techniques for containment, eradication, and recovery. Conducting in-depth digital forensics investigations. Expertise in configuring and optimizing SIEM (Security Information and Event Management) systems. Analytical Skills: - Deep understanding of log analysis techniques and tools. Identifying patterns and anomalies in large datasets. Integrating threat intelligence into monitoring and response processes. Staying updated on the latest threat intelligence and applying it to enhance security. Collaboration and Coordination: - Working closely with other IT and security teams to ensure comprehensive security coverage. Leading the coordination of response efforts during major incidents. Ensuring effective communication and collaboration among all stakeholders. Coordinating with external partners and vendors for specialized support. Continuous Improvement: - Continuously evaluating and improving security processes and procedures. Implementing lessons learned from incidents to enhance the overall security posture. Contributing to the development and updating of security policies and procedures.