The primary duties of the Technical Operations Center (TOC) Engineer are to Monitor alarms/alerts and

validate them appropriately and Notify / Escalate asper the process via ITSM Tools.

Responsibilities and Duties:
Performance Monitoring (Server, N/W, VM, Cloud- Infra and UC)

Responsible for the continuous monitoring and support of operations center scope of work.

Inspect hardware, software, and environmental alerts or malfunctions and if anomaly is

identified, minimize the service impact and restore services to normalcy following the set process

and procedures.

Validate the anomaly following the approved standard operating procedures.

Coordinating with ISP/ vendors, customer co-ordination, and other internal teams.

Detect events, correlate, validate, follow Runbook/ Handbook procedures and act to avoid a

potential incident or lower the intensity of an incident impact proactively.

Create/update ticket, carefully track and document the sequence of events and resolution in

detail in the platform.

Escalate the issue to Engineering and follow escalation matrix, (other IT resources or 3rd party

vendors for assistance in reaching a resolution) as and when required.

Maintain ongoing communication within the team and anyone involved in the service restoration

efforts, to keep all stakeholders aware of relevant, known issues and the steps being taken.

Implement actions in support of root cause analysis and problem remediation

Understand business dynamics and needs at all levels (end-user to executive) and fulfil the

business requirements

Education & Experience:
2-4 years experience working as a NOC Analyst

Experienced and proficient RCA with Validating / troubleshooting techniques and problem solving

in a 24x7x365 production environment

Experience working with Cisco technologies

Experience troubleshooting enterprise networks

Experience diagnosing and resolving TCP/IP, DNS, DHCP, and VPN issues

Knowledge in monitoring & L-1 support of data base and applications

Knowledge and experience with datacenter and cloud technologies.

ITIL Processes knowledge and experience

Basics of VMWare and CITRIX.

Working experience with ticketing tools like (Cherwell/ Service now)

Ability to understand and respond to users in USA.

Willing to work in 24/7

Excellent verbal and written communication skills

Location: Remote

Job Timing: 24/7 rotational shifts

The Culture at ATSG is built on the shared belief that the core of the company is the excellence of our

employees. We recognize the value of diversity in our workforce, and we encourage our team members

to work together and collaborate on initiatives. #One ATSG