Main Responsibilities
Active participation in delivery and execution of the Incident Management process. In case of Sev1 incidents, validate from production floor all the artifacts and extract details like Ping/Trace Route and initiate troubleshooting session with all platforms to isolate the problem.
Ensure completion/addition/modification of Backup is managed & monitored daily. Managing Tape inventory for Concentrix & Customer owned Tapes and moving them weekly to off-site location. Catering to restoration of data on requests received from Business.
Solutioning and supporting new Transitions on Image & Desktops Readiness.
Ensuring all PCI, HIPPA accounts are IT security compliant following PCI, HIPPA guidelines within the spans.
All security controls are implemented starting from Active Directory group policy deployment on all production desktops from the active directory
BCP test for IT infrastructure, links/firewalls specific to all accounts. Performing failover tests for Firewall, Network, Servers AD/DNS/DHCP services, PA & BA switch testing to ensure we are compliant with BCP guidelines and contractual obligations to the customer.
Ensure compliance & security for the site. Maintaining system compliance & audits following COPC, ISO 27001 standards & ensure 100% contract compliance.
Muster L2 / L3 support for all network, server & voice infrastructure for CNX and client owned equipment as applicable.
SSAE activity.
PGP Desktops Validation, OU Users Policy Validation & Computer OU Policy validation.
Daily, weekly, monthly review of all pending tickets within the span
Site Hardening testing.
Ensure validation and corrective actions including validation of controls like printer permissions, AD Users & computers permissions for restriction of c: guide permission, saving rights, software installation rights & software deployment on desktops.
Validation & updation of images & documents on WDS / Tivoli servers to ensure all images are updated with latest patches, customer software, Service Packs etc.
Measure & support b/w use of accounts and monthly reporting for bandwidth use.
Validation of Client Asset/Software with client and ensuring all of these assets are a part of inventory.
Update Daily/Monthly/Quarterly/Half Yearly/Yearly Health Checklist.
Manage Local DNS /DHCP/File server/Tivoli server for service delivery location as daily operation to support Business.
Achieve and Maintain high IT VOC scores. Action planning for identified areas.
Rotational Shifts, willing to work predominantly in night shifts, 24/7 environment
Qualifications and Experience Required
9+ years' experience supporting desktop/laptop hardware and software in a Windows-based PC/LAN environment or equivalent
Bachelor's Degree/Post Graduate (Or equivalent)
ITIL V3, MCSE, CCNA or similar certifications required
Knowledge of Windows, Network, Voice
Knowledge of ITIL V3 Framework
Proven problem management, incident management, customer/client management, change management, RCA and ticket analysis experience.
Intermediate understanding of Enterprise Networks, Active Directory set up & Windows servers
Demonstrable experience in ticket resolution using Remedy and ITIL based framework, maintaining systems compliance and audits as per ISO/IEC 27001:2013, ISO 22301 Business Continuity & PCI
Flexibility to stretch & deliver within timelines.
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