Data Center Engineer

PURPOSE OF THE JOB AND ACCOUNTABILITY

• Overall, in-charge for Command Center Operations
• 24x7 Event / Alert / Incident Monitoring support for in-scope infra, Apps and Cloud Management
• Create and fix accountability for Command Center Team
• Be the first point of contact for all the escalations, issues handling within and outside the team
• Fix responsibility and ensuring team availability and resourcing
• Ensure first level 1, Level 1.5, Level 2 Team management and administrative tasks e.g. (roster, leaves, discipline, punctuality)
• Maintain and update information / documentation for smooth working of the team
• Handle Critical Situations / Escalations and create RCA’s
• Owning Runbook and SOP Updation as and when required
• Conduct monthly review and make sure Team is regularly learning by conducting mock test
• Manage end to end Command Center Operations and escalations
• SPOC for Command Center Team
• Resource planning and operations coverage
• Handling Shift Roster and Leave Management for Team
• Incident management and reporting
• Taking reports of all Command Center standard reports as per contract
• Participate in change management activities and CAB meetings
• Onsite and offshore resource collaboration
• First level escalation contact point for Command Center
• Re-design Command Center service plan based on latest requirement
• Training for Command Center team based on change in the environment
• Gap analysis and identify risks (if any)
• Service improvement
• Working alert optimization
• Collaboration with Tools and Technology team
• Assist PM team by reporting top 20 issues in a month
• Create PM Ticket for recurring issues
• Performs Gap Analysis
• Initiates, coordinates and collaborate with Tools Technology Team, Service Desk and Vendor management
• Reduces the workload of the technology tracks by performing Instruction based (SOP) Level 1.5 troubleshooting and try to resolve Incident tickets at Command Center Level level.
• Review SOP's
• Own Event Management
• Initiate Incident Management for Event Based incidents
• Assist in High Severity Incidents : Initiate Critical Bridges and work closely with CIM / MIM Dedicated Team
• Act as a Situation Manager and assist dedicated CIM / MIM Team (impact analysis, initiate bridge, inform MIM / CIM, inform Service Desk, inform Business, inform oncall person, send out hourly report, send out closer report, find out recurring issue or in the past this issue has been reported, if required run business bridge) etc
• Always part of high priority tickets, Critical incident Management Bridge Calls (CIM / MIM)
• Provide environmental support and handle escalations
• Provide phone support 24x7x365 for Command Center Team

PRINCIPAL ACCOUNTABILITIES

RESPONSIBILITIES

EXPERIENCE & SKILL

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and / or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to secure@hcltech.com for investigation.

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies : medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.