Management Trainee TOC Engineer!
Genpact | Location : Gurgaon, Haryana, India | Full Time | Limited Position
Responsibilities of the Candidate:
Monitor all infrastructure elements (network, cloud, proxy, server, virtualization, endpoints, voice, Wi-Fi, videoconferencing, etc.)
Raise tickets in the ticketing tool, diagnose the incidents as per SOP and timely update the tickets.
Ensure tickets raised per shift are handled in the right time frame as per the SLA commitment and if escalated, as per the defined escalation matrix
Interface with ISPs/vendors for raising tickets and timely follow up till closure with faster/accurate resolution to maintain system/link availability.
Front-end face for Genpact Infrastructure Team while participating in Incident resolution bridge call.
Participate in Bridge calls with clients for joint troubleshooting of all infrastructure issues
Follow the defined escalation chart and matrix
Assist project team in commissioning new customers and change requests.
Adhere to shift timings and shift handover process.
Assist the Duty Managers to implement/follow up on day-to-day operational tasks
Requirements:
Graduate in Engineering/ IT
Fluency in English with good interpersonal skills
Demonstrate positive attitude, take initiative towards learning, and accept new challenges
Willing to work in 24*7 environment in all technology domains
Ability to understand, analyze and resolve problems quickly with a focus on customer centricity
Self-motivated and firm believer in team spirit
Ready to face challenge and critical circumstances with confidence and the ability to perform better in a stressful environment
Excellent time management to handle multiple concurrent tasks with minimal supervision
Basic understanding of Network protocols and devices such as,(LAN, WAN, Routing, Switching, and Firewall)
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