Job Title:

Command Center Engineer

Reference Code: RRF004069

Location: Chennai

Experience: Min 3 yrs

Function: Support and Delivery

Positions: 4

Job Description:

  • Monitor all production networks, servers, applications and services.
  • Respond to alerts according to standard processes.
  • Utilize ticket tracking systems to resolve tickets from internal and external requests.
  • Facilitate communications and maintain a strict command center during an incident.
  • Track and manage incident tickets fully to ensure proper operational metrics are captured and maintained.
  • Collaborate with various technology teams for issues resolution.
  • Communicate with IT stakeholders on the statuses of issues.
  • Respond to escalations from Customer Service (Tier 1 & 2) or Partner NOCs.
  • Create and maintain knowledge base articles, policies, and procedures.
  • Execute run books processes as documented for diagnosis and remediation of issues.
  • Fully document and communicate shift-turnover reports.
  • Perform other duties as assigned by management.
  • Should be good at verbal and written communication

Key Skills:

  • 3 to 4 yrs of experience
  • Must have contact center knowledge and worked on implementation of a complete contact center suite or a component of Contact center – For eg. ACD, CTI, Dialer, Logger, etc.
  • Should have worked on troubleshooting issues and use techniques to maintain uptime of the product/solution deployed

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