Seeking: Systems Engineer, First Line Support Job, Bangalore in Bangalore, Karnataka
Title:Systems Engineer, First Line Support
ID:JREQ023925
Description
We are the leading source of intelligent information for the world's businesses and professionals, providing customers with competitive advantage. Intelligent information is a unique synthesis of human intelligence, industry expertise and innovative technology that provides decision-makers with the knowledge to act, enabling them to make better decisions faster. We deliver this must-have insight to the financial and risk, legal, tax and accounting, intellectual property and science and media markets, powered by the world's most trusted news organization.Job Description:Project Summary:This position is for First Line Support (FLS) as part of the DCO (Data Centre Operation) unit of the organization. This desk provides the first line support services to multiple business units of the organization spread across the globe.Position Overview:The candidate will be responsible for providing first level monitoring and infrastructure support for the platform and storage devices, working on access request for vendors, managing server backup activities in addition to all existing DCO FLS defined responsibilities. Provide diagnostics, troubleshooting, and quick/efficient resolution on all events/incidents within the scope. Meet and/or exceed Customer service level expectations for assigned service requests, changes, and incidents. Assist in continuous improvement of the unit’s processes and procedures. Raising Incident Tickets and escalating them to the appropriate second level team.Position requires an individual to have exposure to Microsoft and/or Solaris/Linux servers, storage, backups or VM ware at enterprise level. Exposure to monitoring and monitoring tools. It is a critical position within FLS as the candidate will be the first point of contact for any incident/issue to provide a quality customer service.Work Schedule:This team provides 24x7x365 supportEssential Day-to-Day Responsibilities:
- Eyes on glass monitoring, raising tickets for each event
- Managing multiple monitoring tool views. Perform daily service checks, health evaluation of systems’ performance and capacity as assigned.
- Provide diagnostics, troubleshooting, and quick/efficient resolution on all events/incidents.
- Notify appropriate support staff via established procedures. Document shift activity, facilitate and perform shift turnover with BLR and US teams.
- Incident escalation to the second level team and follow the defined process. Must be capable of writing technical reports.
- Customer service: Demonstrate ability to take ownership and manage all support cases via emails/ticketing systems. Work with customer and support teams to ensure client satisfaction.
- Timely response to e-mails and requests.
- Attend team meetings, conference calls.
- Identify and highlight any issue with process. Recommend/implement process and procedure improvements as appropriate.
- Strong interpersonal skills. Must be a team player. Able to interact with internal and global teams of all levels.
- Initiate, coordinate, and at times lead recovery call for critical incidents.
- Implement improvements to existing processes/procedures, ensuring performance targets are met in the business area.
Required Skills:
- Working knowledge/experience of Microsoft/Linux Server Operating Systems, storage and virtualization.
- Great interpersonal, consulting, and relationship management skills.
- Superior written and verbal communication skills to clearly document and communicate with other groups globally.
- Ability to multi-task [including various/changing priorities.
- Highly-accountable and able to deliver high-quality results on time.
- Strong achievement orientation and driven for results.
- Continuously strives to build knowledge/skills; shares expertise.
- Takes pride in work product and pays close attention to detail.
- Looks for ways to improve and promote quality.
- Monitors own and others work to ensure quality.
- Ability to work independently and as a member of a team.
- Reacts well under pressure and is comfortable multi-tasking in potentially high pressure situations.
· Education:ITIL certification a plus.
Qualifications
At Thomson Reuters, we believe what we do matters. We are passionate about our work, inspired by the impact it has on our business and our customers. As a team, we believe in winning as one - collaborating to reach shared goals, and developing through challenging and meaningful experiences. With over 60,000 employees in more than 100 countries, we work flexibly across boundaries and realize innovations that help shape industries around the world. Making this happen is a dynamic, evolving process, and we count on each employee to be a catalyst in driving our performance - and their own.
As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under country or local law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.
Intrigued by a challenge as large and fascinating as the world itself? Come join us.
To learn more about what we offer, please visit careers.thomsonreuters.com.
More information about Thomson Reuters can be found on thomsonreuters.com.
Job: Technology Operations Family Group
Primary Location: Bangalore, IN
Other Locations:
Organization: Tech - Data Center Operations
Schedule: Full-time
Education Level: None
Job Type: Standard
Shift: Day Job
Travel:
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