Front Office Agent JD

Event Management

• Acknowledge and escalate critical Alerts from monitoring tool in a timely manner.
• Provide real-time monitoring and technical support for Application, Network, Server and Enterprise system elements using alarming and monitor notification tools.
• Monitor and manage mission critical servers and applications in a mission critical 24x7 environment.
• Initiate incident or associate with planned work for every Critical alert observed on the monitoring system.
• Report any issues observed with monitoring system to management.
• Execution of SOP for alarms. i.e. Service/server restart, batch job scheduling and execution, script execution on server, Putting servers in/out of maintenance etc.
• Granting temporary access for vendors to Datacentre/Network.
• Prepare handover report for next shift for ongoing and up-coming tasks.
• Perform check on tasks performed by previous shift and send report to back office.

Change Management

• Executing planned change task activities for database backup, Server deployment, patching, server firmware/hardware upgrade etc.
• Take ownership and start execution of change tasks as per planned timelines.
• Ensure tasks are completed in pre-defined time duration.
• Report any deviation due to technical issue to change management and owner support team.
• Report any tools related issues to tools team and follow up.
• Report any deviation in task SLA to back office.

JOB Scheduling

• Monitor planned jobs to ensure they are completed without issues.
• Adhoc job run scheduling upon request from support teams.
• Job scheduling for DB backup, restore, server and application restart and follow up for change tasks.
• Troubleshooting and re-run of job schedule according SOP of alarms.
• Check logs of completed jobs to report errors.
• Report the performance issues with Job scheduling tool to owner support group.
• Job status check and reporting via server logs in case Schedular interface is down.

Incident Management

• Responsible for Incident initiation.
• Responsible for carrying out initial Triage for alerts.
• Responsible for escalating production issues to next level support and ensure that it is being worked upon.
• Responsible for escalating, follow up and coordinating with CIM and support teams for P1 issues.
• Responsible for engaging technical resource groups for early restoration of services.
• Responsible for validation of applications/ services upon restoration.
• Responsible for initiation of communication group during major customer impacting events
• Responsible for prompt response of emails received during his/ her shift.
• Responsible to inform the back office on receipt of multiple alerts, which may result into major incident
• Call Handling
• Responsible to take calls on hotline in a professional manner.
• Respond to all calls within defined SLA.
• Make sure that the status is set to “Not-Ready” while moving away from desk.
• Make sure that Login Time is as per the agreed SLA.
• Report to concerned support team and back office in case any issues with calls observed.
• Documentation
• Responsible for clear and correct documentation of incident progress along with relevant logs.
• Responsible for documentation of timelines accurately.
• Responsible for documentation of incident milestones for customer impacting events in the ticketing tool.
• Responsible for documentation of escalation performed along with their timelines in ticketing tool.
• Responsible for completion all the mandatory training and certifications.

• 0-2 Years of experience in IT service delivery environment.
• The candidate must be a graduate from a reputed university , preferably BE/ BTech along with sound knowledge and understanding of Windows and Unix/ Linux based Operating System, Database and Internet technologies, security and hosting facilities.
• Good understanding of ITIL framework.
• Understanding of OS(Linux/Unix/Windows) and Basic Network(TCP/IP, DNS, DHCP etc)
• Preferred to have experience with any service management tool such as HP Service Manager, Remedy, Service NOW etc.
• Preferred to have an experience of working in an operations centre environment, awareness of Incident Management workflow and related processes along with associated KPIs.
• The candidate must feel comfortable in a fast-paced, team-based environment. Have flexibility in scheduling and supporting a 24x7 alert and ticket based environment.
• Preferred experience with monitoring tools such as experience with monitoring tools such as Tivoli, CACTI, Nagios, Site scope etc.
• Preferred experience with job scheduling tools such as IBM Tivoli, BMC Control etc
• C1 level proficiency in English.
• Strong communication skills and should be self-motivated.

• 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.