Job Details

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Required Educational Qualification	B.E./ B. Tech in Computer/Electronic/IT or M.C.A or higher from a recognized university
Certifications	� CEH, COMPTIA + � Up to date and relevant ITIL certification � VMware Certified Professional / Advance Professional � MCSA / MCSE / MCITP � RHCE or equivalent � Citrix Certified Professional/ Expert � Virtualization (CCP-V) � Citrix XenServer Certified (CC-XenServer) � Amazon Certified Professional � Google Certified Professional
Work Type	Full Time
Work Experience	4+ Years
Job Location	Nasik, Maharshtra

Job Description:

Roles & Responsibilities :

-Own customer / user problems and be preemptive when dealing with issues.
-Strictly adhere to established set of processes while handling incident requests.
-Abide by SOP�s for appropriate escalation of unresolved issues to respective internal teams.
-Make certain that all calls are logged in the ticketing system & every activity is timely updated.
-Identify and learn more about the software and hardware used/supported by the organization.
-Follow approved life cycle methodologies, create documentation for design and testing
-Ensure SLA obligations with internal and external stakeholders are observed and met; escalate as necessary using judgment and discretion.
-Build strong awareness of platforms across product lines and clearly eloquent support decisions and findings.
-Hands-on experience in infrastructure, performance monitoring and management tools escalate issues to relevant stakeholders
-Analyze functional and technical cases and provide a resolution in accordance with agreed customer metrics
-Maintain status of problem resolution and stake holders on resolution status
-Extraction of relevant MIS and preparation of reports
-Should have experience in server patching & antivirus troubleshooting
-Upkeep of SOC related infrastructure like monitoring platforms, SIEM etc.
-Involvement in Setup of SOC equipment�s and configuration of the same as required.
-Will be a part of 24X7X365 SOC operations and will need to work in assigned shifts
-Coordinating and adding customers to the Monitoring Systems
-Continuous Monitoring of Customers and ESDS environment and conversion of Security incidents into tickets by eliminating false positives.
-Working on tickets raised by customer on Security Incidents or change request and responding with a Security focused approach in coordination with departments internally and with Customers for timely resolution of Tickets as per defined SLA and to reduce risk from security incidents.
-Checking and monitoring archive and audit logs
-Creating and Testing new policies as per Company/Customer requirement
-Generating reports by collating reports from various tools periodically as per SLA with Customer & sending the same to the Customer
-Participating in Customer and internal Security Audits and addressing issues raised.
-Creating & Testing new policies as per company requirement and implementing the same
-Updating Knowledge and Skills on Security including being abreast with latest Security incidents and Threats

Desired Skills & Experience:

Required Skills : -Willing to work in 24x7 environment in not just limited to night shifts. -Process driven, operationally focused -Professional and positive, with outstanding customer-facing practices -Analytical and diligent, with great attention to detail -Resilient: ability to cope successfully under pressure and with shifting priorities -Effective collaborator and communicator at all levels -Self-motivated and self-sufficient enthusiastic team player, able to work on own initiative -Assertive, adaptable, collaborative and creative -Can-do attitude, willing to go the extra mile -Awareness: in touch with the day-to-day challenges of the Team -Consistently follows-up and follows-through on delegated tasks and action -Have a strong understanding of incident SLA management & ITIL concepts.