Skill: information technology , hosting , storage , os , windows , nnmi , vm , bsm; Exp: 1-3 years; The IT Operations Center (ITOC) is designed to monitor and manage all IT components and services at Avaya sites throughout the world. These components include WAN, LAN, servers, mission critical applications and services, voice and network equipment. The ITOC Engineer oversees monitoring of these critical IT components using tools such HP Service Manager, HP OM, HP NNMi, Alert Site, PRTG and HP BSM with the primary objectives of pro-actively avoiding outages and reactively expediting fault resolutions. In addition, the ITOC Engineer is responsible for regular communication updates, resolution coordination, false positive event/alarm management, and closure notes in our service management system. The ITOC Engineer must be familiar IT technologies, have excellent communication skills, be familiar with service management concepts aligned to IT Infrastructure Library (ITIL), and monitoring and resolution coordination. 2.Job Responsibilities Continuous tracking and management of all monitoring incidents generated for various devices, OS, Application, network, storage, Wireless, VM ware etc. and proactively work on it to resolve it. Drive the creation of knowledge (solutions, scripts) for use in proactive break/fix. To meet agreed SLA’s in relation to Incidents assigned to own groups and drive faster resolution through effective coordination with several resolver teams. Extensively Coordinate and drive resolution of all major (Priority 1 and 2) outages/incidents. Hosting a Bridge call in order to get respective resolver teams on one call to restore the services asap. Partner with the service provider by availing them of ITOC data and services to aid in problem resolution. Data analysis to determine focus area for 1) gaining knowledge for break/fix solutions, 2) driving monitoring script changes (e.g., false positives), etc Carry out first level diagnostic and troubleshooting related to Windows and Networking.
Function: IT Software : Software Products & Services