Managing and monitoring IT infrastructure and 24/7 Client Support
Escalating incidents on a timely basis
Good Practical knowledge of professional Google apps, IPAM, DNS registration, NMS (network monitoring tools) including Cisco ISE, IBM Qradar HPE BSM, BSM Sitescope
Good working knowledge of ITIL Based processes including very good hands and knowledge on ServiceNow.
First contact for Priority incidents
Basic troubleshooting of equipment in order to assist remote support teams.
routing, switching, IP addressing and troubleshooting basic Layer 2 and Layer 3 issues.
Monitoring of Networking devices and Active hosted services.
Monitoring all the devices in Data Centers, including reporting and operational maintenance to avoid operation fail overs. ie. Storage,HPC servers, Networking Devices.
Using of Ticketing tools(ServiceLink) in managing task to meet the KPI's and SLA volume, appointment scheduling with user's, proficient in documentation and record maintenance.
Carrying task as allocated with L1 support and L2 support especially dealing with Cisco switches and Routers.
Monitoring tools includes (HP Business Service Management,Cisco Prime Infratructure,PRTG,ManageEngine, OP manager).
Monitoring ISP Lines (Leased Lines and ADSL lines) , escalate to providers in-case any abnormalities notice.