About the job Technical Operations Center TOC Engineer The primary duties of the Technical Operations Center TOC Engineer are to Monitor alarmsalerts and validate them appropriately and Notify Escalate asper the process via ITSM Tools. Responsibilities and Duties Performance Monitoring Server, NW, VM, Cloud Infra and UC Responsible for the continuous monitoring and support of operations center scope of work. Inspect hardware, software, and environmental alerts or malfunctions and if anomaly is identified, minimize the service impact and restore services to normalcy following the set process and procedures. Validate the anomaly following the approved standard operating procedures. Coordinating with ISP vendors, customer coordination, and other internal teams. Detect events, correlate, validate, follow Runbook Handbook procedures and act to avoid a potential incident or lower the intensity of an incident impact proactively. Createupdate ticket, carefully track and document the sequence of events and resolution in detail in the platform. Escalate the issue to Engineering and follow escalation matrix, other IT resources or 3rd party vendors for assistance in reaching a resolution as and when required. Maintain ongoing communication within the team and anyone involved in the service restoration efforts, to keep all stakeholders aware of relevant, known issues and the steps being taken. Implement actions in support of root cause analysis and problem remediation Understand business dynamics and needs at all levels enduser to executive and fulfil the business requirements Education Experience 24 years experience working as a NOC Analyst Experienced and proficient RCA with Validating troubleshooting techniques and problem solving in a 24x7x365 production environment Experience working with Cisco technologies Experience troubleshooting enterprise networks Experience diagnosing and resolving TCPIP, DNS, DHCP, and VPN issues Knowledge in monitoring L1 support of data base and applications Knowledge and experience with datacenter and cloud technologies. ITIL Processes knowledge and experience Basics of VMWare and CITRIX. Working experience with ticketing tools like Cherwell Service now Ability to understand and respond to users in USA. Willing to work in 247 Excellent verbal and written communication skills LocationRemote Job Timing 247 rotational shifts The Culture at ATSG is built on the shared belief that the core of the company is the excellence of our employees. We recognize the value of diversity in our workforce, and we encourage our team members to work together and collaborate on initiatives. OneATSG
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