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IND Sr. Specialist

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  • Posted By: MSR Placements, Gurgaon
  • Address:
  • Date Posted: 26th Aug 2010
  • Salary: negotiable
  • Location: Gurgaon (122001)
  • Reference Code:
  • Views Since Posting: 79
  • Full Description:


The Global Systems Operations Center is the tactical nerve center of Hewitt\'s IT systems environment. It monitors and assures the highest practical system availability and performance 24x7 using a dedicated staff of specialists, a number of whom are physically on site around the clock. A GSOC specialist is expected to perform all the tasks relevant to running a world class Operations Center. This role is principally expected to be the first responder to any incidents in Hewitt\'s IT environment and to effectively manage incidents until service is restored.



Watch and maintain the expected quality of service for Hewitt IT systems around the clock. The following activities are expected in this capacity:



* Actively watch system monitors, looking for anomalies or alerts;

* Act on system alerts to prevent or resolve system problem;

* Ensure service restoration in the event of a disruption, by initiating and managing the process to restore service, using personal knowledge, documentation, and engaging appropriate 2nd and 3rd level support groups;



Applicant needs to be ready to work in shifts to provide 24 x 7 on-site coverage. Shifts are necessary around the clock, including nights, weekends and holidays. This responsibility includes:



* Volunteering for open shifts;

* Committing to a primary and secondary shift system, such that if the primary associate is unavailable, the secondary associate will fill in for them;

* Providing coverage in unforeseen circumstances, when called for by GSOC management;

* Process service requests relevant to the systems operations;

* Create and maintain technical documentation related to the role;

* Identify and quickly escalate gaps in system monitoring;

* Demonstrate a core set of skills (see \'Core Skills\' section) that are fundamental to the role;

* Specialize in at least one area of technical expertise (see \'Specialized Technical Skills\' section), beyond the core set of skills;

* Draft clear written internal communication related to technology incidents;

* Participate in training, both learning and leading, as appropriate;

* Identify and pursue continuous improvement opportunities;

* Initiate, document and champion best practices;

* Act as Major Incident Managers, which involves coordinating the efforts of teams from multiple technology disciplines to focus on quickly restoring service, while also enabling subsequent root cause analysis and ensuring adequate and regular business impact communication.

* Provide Tier 2 support, which includes troubleshooting previously unknown failure instances or those that lack sufficient GSOC documentation, to determine how to restore service and gather appropriate diagnostic data to effectively pursue root cause analysis.

* Participate and take the lead in process and security audits, on behalf of the GSOC.

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Recruiters

SaonGroup.com India Pvt. Ltd.
Simmonds Marshall

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