Senior MS Engineer

Key Roles and Responsibilities :
• Proactively monitors the work queues.
• Perform operational tasks to resolve all incidents / requests in a timely manner and within the agreed SLA.
• Update tickets with resolution tasks performed
• Identify, Investigate, analyze issues and errors prior to or when they occur, and log all such incidents in a timely manner.

Capture all required and relevant information for immediate resolution
• Provide second level support to all incidents, requests and identify the root cause of incidents and problems
• Communicate with other teams and clients for extending support
• Execute changes with clear identification of risks and mitigation plans to be captured into the change record
• Follow 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
• Escalate all tickets to seek the right focus from CoE and other teams, if needed continue the escalations to management
• Work with automation teams for effort optimization and automating routine tasks
• Coach Service Desk and L1 teams for technical and behavioral skills
• Establish monitoring for client infrastructure
• Identify problems and errors before they impact a client’s service
• Lead and manage all initial client escalation for operational issues.
• Contribute 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
• Plan and execute approved maintenance activities
• Audit and analyze incident and request tickets for quality and recommends improvements with updates to knowledge articles.
• Produce trend analysis reports for identifying tasks for automation, leading to a reduction in tickets and optimization of effort

Knowledge, Skills, and Attributes :
• Ability to communicate and work across different cultures and social groups
• Ability to plan activities and projects well in advance, and takes into account possible changing circumstances
• Ability to maintain a positive outlook at work
• Ability to work well in a pressurized environment
• Ability to work hard and put in longer hours when it is necessary
• Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting
• Ability to adapt to changing circumstances
• Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey

Academic Qualifications :

Diploma, degree, or relevant qualification in IT / Computing (or demonstrated equivalent work experience)

Advantageous Certifications :
• Up to date and relevant ITIL certification
• At least one mid-Level certification relevant to CoE - Ex CCNP for networks, MSCE for Windows Server Data Center CoE (Add MCS and MCSfM certs in this section)
• Good to have scripting knowledge such as Python, PERL
• Good to have cross-technology skills Ex Windows server L2 along with UNIX or Storage skills.
• Cisco Certified Network Associate - Routing and Switching (CCNA-R / S)
• Cisco Certified Network Associate - Wireless (CCNA-WL)
• Riverbed Certified Solutions Associate - WAN Optimization (RCSA-W)
• Cisco Certified Network Associate - Security (CCNA-SEC)
• Juniper Certifications
• Meraki Certifications
• MCSA, MCSE, RHEL, VCP
• MS-IIS Server
• Citrix Metaframe
• Cisco Certified Network Associate - Data Center (CCNA-DC)
• Cisco Certified Network Associate - Video (CCNA-VID)
• Cisco Certified Network Associate - Voice (CCNA-V)

Any of the above certifications is a plus. The MS Services Engineer (L2) is expected to gain certifications relevant to services supported.

Certifications carry additional weightage on the candidate’s qualification for the role.

Required Experience :

Moderate years of relevant managed services experience

Moderate level knowledge in ticketing tools preferably Service Now

What will make you a good fit for the role