Cross Technology MS Engineer (L2)

• Proactively monitors the work queues
• Performs operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA
• Updates tickets with resolution tasks performed
• Identifies, investigates, analyses issues and errors prior to or when they occur, and logs all such incidents in a timely manner
• Captures all required and relevant information for immediate resolution
• Provides second level support to all incidents, requests and identifies the root cause of incidents and problems
• Communicates with other teams and clients for extending support
• Executes changes with clear identification of risks and mitigation plans to be captured into the change record
• Follows the shift handover process highlighting any key tickets to be focussed on along with a handover of upcoming critical tasks to be carried out in the next shift
• Escalates all tickets to seek the right focus from CoE and other teams, if needed continue the escalations to management
• Works with automation teams for effort optimization and automating routine tasks
• Ability to work across various other resolver group (internal and external) like Service Provider, TAC, etc
• Identifies problems and errors before they impact a client's service
• Provides Assistance to L1 Security Engineers for better initial triage or troubleshooting
• Leads and manages all initial client escalation for operational issues
• Contributes to the change management process by logging all change requests with complete details for standard and non-standard including patching and any other changes to Configuration Items
• Ensures all changes are carried out with proper change approvals
• Plans and executes approved maintenance activities
• Audits and analyses incident and request tickets for quality and recommends improvements with updates to knowledge articles
• Produces trend analysis reports for identifying tasks for automation, leading to a reduction in tickets and optimization of effort
• May also contribute to / support on project work as and when required
• May work on implementing and delivering Disaster Recovery functions and tests
• Performs any other related task as required

• Moderate level years of relevant managed services experience handling cross technology infrastructure
• Moderate level knowledge in ticketing tools preferably Service Now
• Moderate level working knowledge of ITIL processes
• Moderate level experience working with vendors and/or 3rd parties
• Certifications relevant to the services provided
• A+ Certification
• N+ Certification
• Microsoft Suite (OS, Office, OneDrive, Teams, D365)
• ITIL Certification an advantage not a must
• Laptop and Desktop Certifications / Experience
• Networking hands on experience

ITIL Certification an advantage not a must