System Engineer

Primary Skills:

• Understanding of ITSM process, tool management technology & process

• Technical skills include knowledge of IT systems, tools, and standards, as well as the ability to analyze data and metrics, troubleshoot issues, and implement solutions.

• Interpersonal skills include leadership, teamwork, communication, negotiation, and customer service.

• Good understanding of OEM management & partner management

Responsibilities:

• ITSM tool management: Managed ITSM tolls i.e. tools management, integration management, reporting and toll license management

• Automation and Development: Developed automation use cases and self-healing use cases

• Expertise on ITSM tools i.e. Broadcom UIM, Symphony Summit, Dynatrace, Nagios, Kibana, and Grafana

• Portal and Device Monitoring: Ensured portal response and accessibility; monitored 2800+ Linux servers, 670 Windows servers, 300 DBs, and 180 storage/backup devices

• Ticket Management and Operational Support: Resolved tickets and escalated issues through the ticket portal; facilitated operational tasks and tested live issues in staging environments

• Stakeholder Communication: Coordinated with stakeholders for deployment, maintenance, and issue resolution

• Reporting and Databases: Prepared daily and monthly service reports and also prepare ad-hoc reposts as per customer requirement

• Process Automation: Created and managed automation tools using ticket correlation, automation and shell scripting

• Client Interaction: Resolved client issues via phone, email, or chat; developed best practices and guidelines for technical support

Requirements:

• Graduate or Post-graduate in Computer Science/EEE from any reputed university

• Excellent communication & presentation skills and reasonable numeric skills

• Understanding of ITSM process, IT Infrastructure Management, SLA

• Experience and understanding of IT monitoring tool administration

• Good understanding of statistical and analytical principles and processes

• Ability to interact successfully with all levels of the Customer and IT Provider organization

Symphony Summit ITSM