Providing technical assistance and 2nd level support for incoming queries and issues related to IT
Responding for all tickets in an efficiently and in timely manner.
Supporting all platforms by following the Processes as per ITIL standards for HIA
Troubleshooting the special airport systems.
Carrying out preventive maintenance of IT systems.
Creating knowledge base documents for 1st level support teams.
Data backup management
Monitor checkpoint and ASA firewall security principles
maintain routing protocol, vlan on cisco routers and switches
Monitor alerts pertaining to HIA & DIA IT infrastructure and provides 1st level technical support.
Monitor SOC (Security Operation Centre) alerts and escalate to concerned team.
Identify, respond to faults & alerts in Incident Management tool and manage escalation through to resolution.
Generate and publish operational reports as requested by the management.
Maintain Knowledge Base and Standard Operation Procedures documents and ensure that all documents are kept up to date.
Perform Failover, Back up & Restoration activities in coordination with technical teams as a part of ISO20000 framework.
Facilitate technical teams in the execution of network projects.
Train and mentor NOC team members.
Address potential escalations and take effective measures to prevent recurrence.
Coordinate with technical teams in incident resolution.
Perform integration check of server backup.
Work with telecom service provider to resolve WAN / Internet link issues.
Coordinate with vendor to fine tune/optimize alerts in Network Monitoring System.