- Postes vacants:
- 1 poste ouvert
- Type d'emploi désiré :
- CDI, CDD
- Langue :
- Anglais
- Genre :
- Masculin
Description de l'emploi
- Monitor using the Fault Management System instance for identified events / triggers for applications
- On-time Escalation and Reporting of alerts according to Incident Management process.
- Service & Resource Alarm Handling of agreed parameters / triggers
- Event Correlation and Filtering
- Incident Identification
- Co-ordination with Level 1 incident management team to provide needed information about the event triggering incident
- Change Impacted Resources & Services Monitoring
- Prepare and maintain Documentation, Reports, and provide follow up status on identified tasks.
- Performance monitoring: Following is the indicative list of activities to be performed under performance monitoring.
- Performance Monitoring of the applications in scope
- Examine and classify the fault.
- Identify the affected application and the customer impact.
- Record incident details in the trouble ticketing system and ensure completeness.
- Prioritize incident.
- Provide incident resolution, work around or route it to an identified support team.
- Update incident details (e.g. trouble ticket) when required.
- Approve the incident closure and update the incident record.
- Provides updates regarding to incident progress.
- Provide War Room performance monitoring and Special Event Assurance performance monitoring.
- Provide performance monitoring report which are mutually agreed
- Near Real Time Monitoring:
- Monitor applications in scope in near real time to help reactiveness with respect to customer experience issues and ensure a seamless customer experience.
- Escalate service quality issues to Technology Assurance and Back office teams as per standard trouble ticketing mechanism and align with fault management.
- Define and implement relevant processes of monitoring, incident management, etc. between relevant stakeholders.
- Define KPI and threshold to ensure efficient service quality monitoring and take quick actions to rectify the service quality issues.
Exigences de l'emploi
Recommend tools and solutions to support service monitoring requirements
Date d'expiration
19/02/2021