Job Summary
To resolve assigned tickets/provide L1 remote desktop support in adherence to agreed SLA and quality standards of the company.
The candidates should have hands on experience (2+ Years) on Dynatrace Monitoring Tool:
Strong knowledge on Dynatrace Infrastructure components, those functionalities.
Integration of Dynatrace alerts with Event Management tools like Splunk and ITSM tool like ServiceNow.
Key Responsibilities
2. To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
3. To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.
4. To maintain high login Efficiency (Availability) for customers.
5. To update worklogs and follow shift/ escalation process to escalate complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be.
6. Work on value adding activities such Knowledge base update & self development.
Skill Requirements
Other Requirements
The candidates should have hands on experience (2+ Years) on Dynatrace Monitoring Tool:
Strong knowledge on Dynatrace Infrastructure components, those functionalities.
Integration of Dynatrace alerts with Event Management tools like Splunk and ITSM tool like ServiceNow.
Implementation and Configuration of ActiveGateways and managing Managed Dynatrace and SaaS based Dynatrace.
Migration knowledge of monitors from Managed Dynatrace to SaaS Dynatrace.
Monitoring configuration for Infrastructure servers and Applications, DBs, URLs, Network etc, enabling synthetic monitors.
Observability monitoring enablement.
Installing, configuring, and managing Dynatrace Oneagents and environments.
Knowledge on Dynatrace Plugins installation and configuration, API integration.
Good Knowledge on Windows, Unix, Applications, DBs, Network concepts, Scripting.
Good Knowledge on ITSM tools, ITIL Process.
Knowledge on reporting tools, analytical tools.
Good debugging skills on Dynatrace monitoring & configuration issues, alerts missing.
Additional requirements:
Monitoring Tools and ITIL Certification will be an added advantage.
Preferable skills on Dynatrace, Splunk, Grafana.
Strong client relationship skills.
Strong written and verbal communication skills with technical and non-technical personnel.
Working with Global teams across the continents.