SPECIALIST

You will be working as a DC Operations - L2 Specialist in the Madurai location with 2.5-5 years of experience in India. Your role will involve alert monitoring and ITIL process experience, specifically in incident management and change management modules. You should have hands-on experience with alert monitoring tools like SCOM, Solarwinds, Control Up, Citrix Director, ITSM tools such as Remedy, ServiceNow, batch job scheduling, start/stop backup jobs, and backup monitoring tools like Networker. As a Specialist, you need to be adaptable to changing priorities, able to create Run books, SOP's, review documentation regularly, and act as a liaison between customers and the Project team. You will be responsible for performing and documenting RCAs for all issues, managing alerts/incidents on a 24x7 on-call/email rotation, and coordinating with international teams effectively. Furthermore, you will assign work within the team and to technical team members when necessary, act as a Subject Matter Expert (SME), ensure positive customer experience through First Call Resolution, and support on-call escalations by conducting root cause analysis. Your responsibilities also include resolving tickets within agreed SLAs, updating the knowledge base, providing training to new team members, and maintaining quality standards and regulatory compliance. To excel in this role, you must have a B-Tech qualification and possess strong communication, coordination, and presentation skills. Your ability to track outstanding actions, manage escalations, and demonstrate expertise through presentations will be crucial for success in this position.,