Back Office Agent JD

Event Management

• Ensure all alarms are acknowledged and escalate from monitoring tool in a timely manner.
• Real-time supervision of all monitoring activities.
• Audit and feedback for tasks performed in previous shifts.
• Review of events data on daily, weekly, and monthly basis to find abnormalities such as recurring or false alarms and fixing them.
• Monthly reporting of data for governance review.

Change Management

• Review change tasks assigned for the team.
• Ensure change and resource planning is aligned well. Especially for the major change and release activities.
• Ensuring all the required access and SOP are readily available to execute change tasks.
• Review change tasks for previous shifts to address the gaps.
• Status report post major change and release activities to customer.

JOB Scheduling

• Ad-hoc Job run for P1 or production impacting issues.
• Job/Task scheduling for DB backup, restore, server and application restart and follow up for change tasks.
• Job/Task schedule creation for new deployed servers and change for existing or obsolete servers.
• Troubleshooting and re-run of failed job schedule.
• Further investigate the logs of jobs completed with errors.
• Report the performance issues with Job scheduling tool to owner support group.
• Job scheduling & monitoring via scripts in case Schedular interface is down.

Incident Management

• Incident and Problem Management by adhering to ITIL V3 process.
• Taking ownership of P1/P2 issue starting from Identification, initiation, follow up and till resolution.
• Directing Critical and Major Incident investigation calls.
• Sending periodic technical summary and status updates to Senior Management and Stake holders.
• Coordinating troubleshooting with concerned support groups and third-party vendors.
• Root cause analysis and documenting the resolution of the issue and creating the troubleshooting documentation to mitigate the impact of or avoid such incidents.
• Weekly/Monthly reporting of P1/P2 cases and action plans to mitigate impact.

Resource Management

• Training, supervising, and assisting front office in above listed tasks as and when needed.
• Review, creation, correction, and update of operating procedures documents.
• Organize training, Account creation, Tools & application access of new joiners.
• Revoking tools & application access and account deletion of those leaving the project.
• Periodic performance review and feedback.
• Supervision of day to day activities.
• Responding to client escalations and reporting as and when required.
• Executing planned change task activities
• Responsible for completion all the mandatory training and certifications.

Administrative Management

• Weekly TRC reporting to management.
• Weekly ticket quality and change task audit and feedback with client.
• Keeping check on TRC and taking appropriate actions to fix any deviations from SLA and reporting the same to management.
• Chairing monthly governance meeting for performance review.
• Executing Bi-Annual DR activity.
• Bi-weekly meeting with customer for high priority issues follow up.
• Bi-Annual review of all documents on team share point. Correction and update of expired document.

• Good understanding of OS(Linux/Unix/Windows) and Basic network(TCP/IP, DNS, DHCP etc.) with some hands on experience.
• Prior experience with batch job scheduling monitoring tools such as Autosys, Control M, Crontab, Redwood, Task Schedular
• Prior experience with ticketing tool such as HPSM, Remedy, ZIRA or Service Now etc.
• Prior experience with monitoring tools such as Tivoli, CACTI, Nagios, Site scope etc.
• 2+ Years’ experience in Data Centre Monitoring Operations.
• C1 level proficiency in English.
• Good knowledge of UNIX administration command is mandatory but shell scripting at a working knowledge should be fine
• Working knowledge of Database system.
• ITIL Foundation level is desired.
• Very good level of understanding of Event & Incident management is required.
• Basic understanding of Problem & Change management is desired.
• Good Communication & Stakeholder management

• Life insurance
• Private healthcare
• MultiSport Card
• Clear career path in a growing multinational organization

Job type: permanent, full time

At HCL, we don’t just accept the differences—we support it and celebrate it. We are committed to cultivating and preserving a culture of inclusion and connectedness. We are able to grow and learn better together with a diverse team of employees. As an equal opportunity employer, we stay true to our mission by ensuring that our place can be anyone’s place.