Scope of Work :
ØMonitor the functionality of all automation services / use case in a periodic manner.
ØSupport Engineer to provide L1 Level support to any issues or problem faced in automation services and inform respective users / Developers.
ØHe / She will diagnose and troubleshoot the arago / connector services in All environment and make sure application are working perfectly at all the time.
ØUltimately, this engineer will be a person who will be knowing and acting first in case of service interruption. And they will be providing timely and accurate information's about the technical problems faced. Responsibilities
ØResolving Service now Incidents assigned to automation support group.
ØPeriodically monitoring the application working status .
ØPeriodically sending the execution/monitoring reports .
ØTake Precautionary options in case of delay in ticket execution / update.
ØDiagnose and troubleshoot technical issues in automation services for application availability.
ØRaise Incident to infrastructure/relevant team in case of issue related to infrastructure or other tools availability.
ØTrack applicating system issues through to resolution and communicate to respective developer for resolution
ØProperly escalate unresolved issues to appropriate internal teams (e.g. software developers)
ØProvide prompt and accurate RCA to customers in case of outage.
ØEnsure all issues are properly logged
ØPrioritize and manage several open issues at one time
ØFollow up with developers to ensure their use case's issues are fully addressed after troubleshooting
ØPrepare accurate and timely reports
ØDocument technical knowledge in the form of notes and manuals and upload it in share path Requirements
ØProven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
ØHands-on experience with Windows/Linux environments
ØGood understanding of automation tools API's and other 3rd party products
ØAbility to diagnose and troubleshoot basic technical issues
ØFamiliarity with basic monitoring tools.
ØExcellent problem-solving and communication skills
ØAbility to provide step-by-step technical help, both written and verbal Skills
ØWindows/LINUX OS concepts