- Good understanding and experience of monitoring tool (such as HPE OpsRamp, SolarWinds, Manage Engine).

- Good understanding and experience on ITSM tool (such as Ivanti, Manage Engine, BMC, Service Now).

- Provide timely response to all Incidents, Requests, outages and performance alerts.

- Categorize issues for escalation to appropriate technical teams.

- Understanding and report preparation based on the customer requirement.

- Recognize, identify and prioritize incidents in accordance with customer business requirements, organizational policies and operational impact.

- Collect and review performance reports for various systems, and report trends in hardware and application performance to assist senior technical personnel to predict future issues or outages.

- Monitoring Windows server backup and inform in case of any failures.

- OS and Patch Management knowledge & understanding.

- Monitor a wide variety of information and network systems that include, but are not limited to telecommunications circuits, LAN/WAN systems, routers, switches, firewalls, VoIP systems, servers, storage, backup, operating systems and core applications.

- Document all actions in accordance with standard company policies and procedures.

- Notify customer and third-party service providers of issues, outages and remediation status.

- Work with internal and external technical and service teams to create and/or update knowledge base articles.

- Perform basic systems testing and operational tasks (installation of patches, network connectivity testing, script execution, etc.

- Support multiple technical teams in 24 x 7 NOC operational environments with high up-time requirements.

- Comfortable working day/night shifts.

Mandatory :

- Basic Microsoft and/or Cisco certifications (CCNA, MCITP, etc.)

- Knowledge of monitoring VMWare clusters in high-availability environments.

- Broad experience using a variety of monitoring and ticket management tools.

- Experience providing remote support using virtual desktop tools.

- A minimum of three years of experience supporting and monitoring network systems, servers or storage in an enterprise environment.

- Previous NOC experience is strongly preferred.

- Understanding of key network monitoring protocols including SNMP, NetFlow, WMI, syslog, etc.

- Knowledge of Microsoft server OS and Network Devices.