NOC Monitoring Junior Engineer-Infrastructure Management

About Sopra Steria
Sopra Steria, a major Tech player in Europe with 56,000 employees in nearly 30 countries, is recognized for its consulting, digital services and software development. It helps its clients drive their digital transformation and obtain tangible and sustainable benefits. The Group provides end-to-end solutions to make large companies and organizations more competitive by combining in-depth knowledge of a wide range of business sectors and innovative technologies with a fully collaborative approach. Sopra Steria places people at the heart of everything it does and is committed to putting digital to work for its clients in order to build a positive future for all. In 2023, the Group generated revenues of €5.8 billion.
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Project Description:

Monitor the events or alerts on monitoring tools, perform initial investigation, and raise with the Support team.

Experience in Service Desk Management and Voice Support with strong communication skills

Requirements:

1. Minimum 1-2 Years experience in managing command center & NOC activities at L1 or SME role.
2. Help manage a team of Monitoring, who would be responsible for managing, incidents, Monitoring alerts, Event on the ticketing & monitoring tools.
3. Help the team to Log details of all incidents, Alerts/events and problems utilizing standard reporting methods.
4. Help the team to Provide first-line fixes, utilize relevant procedures, or escalate problems.
5. Use supplied checklists and ensure that the problems highlighted are followed up.
6. Maintain procedures compliant with ITIL, the company’s quality management system.
7. Documenting and reporting on Monitoring team activities such as incident reports, problem resolution, and staff training activities.
8. Develop key dashboards for service availability, uptime and utilization metrics and play the role for monitoring requirements for both Infra and Application.
9. Strong Knowledge of Computer, IT infrastructure, networks, servers Monitoring tools like Zabbix, etc. along with their components.
10. Escalate tickets to L2 and L3 as appropriate and follow up for the resolution.
11. Strong working knowledge of ITSM tools like ServiceNow, SMAX, etc.
12. Bachelor’s degrees in engineering with relevant certifications in OCI & AZURE Cloud environments equivalent experience
13. Prior hands-on experience in troubleshooting production issues for multi-tenant, highly scalable applications, and persistent web-based IT applications
14. Experience in OS platforms (Linux, Window and System Skills in z/OS etc.
15. Strong oral and written communication skills to effectively engage, persuade, influence, and articulate technical issues and solutions to various stakeholders.
16. Prior hands-on experience in troubleshooting production issues for multi-tenant, highly scalable application, and persistent web-based IT applications.
17. Strong customer service orientation and the ability to build relationships across all departments.
18. Maintain and Update Service Documents and SOP.
19. Responsible for identifying potential problems and/or trends of repetitive Incidents

Mandatory Skills:

•  Good knowledge on Service Desk with written and oral communication skills.

•  Proficiency in Operating Systems, Active Directory, VPN, ServiceNow, and ITIL practices.

•  Experience with monitoring tools like Zabbix, SolarWinds, Centreon, CTLM and Nagios.

•  Expertise in Excel reporting, PowerPoint, and SOP documentation.

•  Ability to handle incidents, escalate issues, and ensure end-to-end resolution.

•  Willingness to work in a 24x7x365 environment.

Total Experience Expected: 00-01 years

Minimum graduate in any stream.

At our organization, we are committed to fighting against all forms of discrimination. We foster a work environment that is inclusive and respectful of all differences.

All of our positions are open to people with disabilities.