Roles & Responsibilities
- Monitoring & Incident Management
- Proactively monitor customer IT infrastructure (servers, network devices, firewalls, cloud workloads) using NOC tools (e.g., n-able NCentral)
- Detect, log, and triage alerts, ensuring timely escalation and resolution.
- Manage incident lifecycle in ticketing systems (e.g., TOPdesk).
- Troubleshooting & Support
- Perform first/second-level troubleshooting of servers, networks, backup systems, and security tools.
- Provide remote support for issues related to patch management, antivirus, firewalls, and virtualization.
- Assist in change management tasks (scheduled patching, system updates, health checks).
- Reporting & Documentation
- Maintain accurate incident records, RCA (Root Cause Analysis) reports, and shift handover notes.
- Generate daily/weekly/monthly SLA performance and uptime reports.
- Collaboration & Escalation
- Work closely with senior engineers (L3), vendors, and customer IT teams for critical issues.
- Escalate unresolved incidents to vendor TAC (Technical Assistance Centers) as per defined SOPs.
- Operational Excellence
- Ensure compliance with SLA, escalation matrices, and security protocols.
- Participate in continual improvement initiatives (automation, monitoring dashboards, scripting).
- Contribute to knowledge base articles and SOP refinement.
Certifications (Preferred/Required)
- Servers & Virtualization (must have):
- Microsoft Certified: Windows Server Fundamentals / MCSA
- VMware VCTA / VCP
- Networking & Infrastructure (good to have):
- CompTIA Network+ / CCNA (Cisco Certified Network Associate)
- Cloud & Backup (good to have):
- Microsoft Azure Fundamentals (AZ-900)
- Veeam Certified Engineer (VMCE)
- Security & Monitoring (good to have):
- CompTIA Security+
- ITIL Foundation (for process alignment in MSP environment)
Job Type: Full-time
Pay: ₹500,000.00 - ₹700,000.00 per year
Work Location: In person
