The Job

Administrator (Support & Operations)

Teknik, data och digitalt · IT-infrastruktur och säkerhet · IT-support · DevOps

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I korthet

L2 Support Engineer for a 24x7 Command Center in Nagpur, India. Responsible for monitoring, triaging, and resolving incidents across compute, storage, backup, and database infrastructure using established tools and SOPs. This role requires a broad understanding of IT infrastructure and collaboration with IT SMEs, with exposure to GenAI use cases.

Ansvarsområden

  • Provide 24x7 proactive monitoring of hybrid cloud infrastructure (compute, storage, backup, database) using established monitoring tools and dashboards.
  • Analyze alerts and events to identify potential incidents and proactively address them.
  • Perform initial troubleshooting and diagnosis of incidents following documented Standard Operating Procedures (SOPs).
  • Execute left-shift activities, resolving recurring incidents and fulfilling service requests using SOPs to minimize escalations.
  • Conduct routine health checks and maintenance tasks on servers, storage systems, backup infrastructure, and databases.
  • Escalate complex or unresolved issues to L2 support engineers, providing clear and concise documentation.
  • Accurately document all actions taken in the ticketing system (ServiceNow).
  • Contribute to the development and improvement of SOPs and knowledge base articles.
  • Participate in knowledge sharing and training activities to enhance technical skills and cross-functional knowledge.
  • Adhere to ITIL best practices and security policies.
  • Collaborate with Plant IT SMEs as needed.
  • Contribute to the identification and implementation of GenAI use cases for improved incident resolution and automation.

Krav

  • 1-3 years of experience in a technical support or command center environment.
  • Basic understanding of IT infrastructure components (servers, storage, networks, databases).
  • Familiarity with monitoring tools and ticketing systems (ServiceNow preferred).
  • Excellent communication and customer service skills.
  • Ability to work effectively in a fast-paced, team-oriented environment.
  • Strong analytical and problem-solving skills.
  • Aptitude for learning new technologies and processes.
  • Basic knowledge of Windows and Linux operating systems.
  • Familiarity with storage concepts (SAN, NAS), backup technologies (Veeam, Networker, CommVault), and database systems (Oracle, MSSQL).
  • Awareness of cloud platforms (AWS, Azure).
  • Adherence to ITIL best practices and security policies.

Önskade kvalifikationer

  • ITIL Foundation certification is a plus.
  • Exposure to GenAI concepts and tools is a plus.
  • Basic scripting skills (e.g., PowerShell, Bash) are a plus.

Förmåner

  • Supercharge your potential
  • Find your career
  • Find your spark
  • A place that knows that helping its customers stay on top starts by putting its people first.
  • Work with a global technology company with over 223,000 people across 60 countries.
  • Involvement in diverse industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services.
#IT Support#Command Center#24/7 Operations#Infrastructure Monitoring#Incident Management#Troubleshooting#ServiceNow#ITIL#Cloud#GenAI
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Företag

HCLTech

Publicerade jobb

för 1 månad sedan

Anställningstyp

Heltid

Arbetsform

På plats

Erfarenhetsnivå

Medarbetare

Platser

Nagpur, India

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