Key Responsibilities

Responsibilities:

24*7 monitoring support for in-scope infrastructure.
Develop and acquire detailed knowledge of the environment.
Handle escalations and assist in creation of RCAs.
Possess the ability to work under pressure and the ability to communicate with stakeholders.
Generate Operations report.
Manage bridge calls and notify respective support groups.
Perform GAP analysis.
Creation of SOPs and Knowledge Base.
Capture alerts, raise incident tickets and escalate to respective team.
Act as a first point of escalation/consultation for the team on technical, procedural and process related queries.
Assists the team lead in maintaining and updating documents in central repository for the benefits of the entire team.
Work in rotational shifts to provide 24/7 monitoring of the IT infrastructure.
Liaise with the Merck Critical Incident Management Process Owner and Chair Process Review Meetings.
Facilitating the production and maintenance of the major incident restoration plan.
Production of major incident progress updates.
Conduct regular Process Compliance Checks and Quality Reviews to ensure that the process is being followed consistently.
Escalate any inconsistencies in the monitoring environment with the respect to the monitoring tool configuration, alert thresholds, alert message enrichment and false alerts.
Discuss operational challenges and constraints in team meetings and with the management to ensure timely resolution.
Assisting third party vendor who comes for on-site Break fix support
Analysis and reporting of incident trend data to identify and eliminate root causes.

Skill Requirements

Requirements:

• Excellent German and English language skills (both written and spoken)
• Knowledgeable in ITIL concepts [Incident Management, Problem Management etc.].
• Should have worked in high pressure work environment and ability to multitask.
• Basic support experience on Windows/Unix Servers, Network Devices, Backup.
• Excellent Verbal and written Communication skills.
• Hands on experience with the following.

Any alert Monitoring tool BPPM, HP NNM, HP OVO, Solar Winds etc.
Incident,  Problem and change life cycle process
Any ITSM tool e.g.: Remedy, Service Now etc.
Generating reports.