Key Responsibilities:

· Respond to customer-initiated service and incident tickets for reported problems and queries.

· Act as a customer liaison and point of contact throughout the ticket lifecycle

· Troubleshoot production problems with customer hardware and software products for and with customers.

~~· ~~ Take initiative to accomplish tasks involving communication/coordination with Operations, Development and QA teams.

· Partner with various engineering teams to troubleshoot, analyse, and resolve tickets

· Ability to work well as a member of a large team spanning multiple cultures and time zones.

· Ability to read/write simple to complex Python, Go, PowerShell or similar scripts for system automation and configuration management.

· High self-motivation and ability to learn multiple technologies and software applications with little supervision.

· Ability to multi-task several activities at a time.

· Ability to communicate clearly both verbally and in written form, especially technical concepts.

· This is a 24/7 remote team of monitoring engineers that are responsible for supporting Managed Services teams by ensuring those teams are alerted to any issues as soon as possible, ideally before the customer is impacted.This is a 24/7 remote team of monitoring engineers that are responsible for supporting Managed Services teams by ensuring those teams are alerted to any issues as soon as possible, ideally before the customer is impacted.This is a 24/7 remote team of monitoring engineers that are responsible for supporting Managed Services teams by ensuring those teams are alerted to any issues as soon as possible, ideally before the customer is impacted.

· Assigned work is managed through Service Now ticketing system.

Essential Requirements:

1. Off-hour and weekend support is required every week.

2. Excellent communication skills. Coordination and clear communication with peer support teams is required to complete Tasks and resolve issues that arise.Excellent communication skills. Coordination and clear communication with peer support teams is required to complete Tasks and resolve issues that arise.Excellent communication skills. Coordination and clear communication with peer support teams is required to complete Tasks and resolve issues that arise.

3. Minimum 3 years of experience with IT operations and administration

4. Comfortable administrating both Linux and Windows Operating systems

5. Basic Understanding of Datacentre infrastructure (i.e., Compute, Storage, Backup, Network and Power Devices)

6. Minimum 2 years’ experience with ServiceNow Incident, Service Requests and Change management

Desirable Requirements:

· Experience with OpsRamp is a huge bonus

· Experience in Application Support/Product Support will be an added advantage

· Certification: ITIL Foundations (preferred), Virtualization and containerization administration experience with preferably VMware, Docker/Kubernetes certification

· Experience working with VMware vCenter

Engineering Analyst