Process Engineer at HCL Technologies

General Purpose

To perform the event monitoring with the help of customer approved monitoring tools.

Qualification

· Bachelor degree preferred.

· Email etiquettes.

· Basic knowledge of ITIL.

Tasks and Responsibilities

· We deliver the event-notifications to the technical tracks within the agreed SLAs.

· Rotating schedule and will require weekends.

· Troubleshoot and confirm the whether the alert is genuine or not.

· Investigate the alert cause if device is working fine.

· Create scripts to avoid unwanted alerts during maintenance window.

· Manage device addition or deletion from monitoring.

· Perform daily tool health check to ensure all the requested devices are under monitoring and working fine.

· Deliver daily and weekly backup data to Process team in timely manner.

· Deliver daily and weekly incident data to Process team in timely manner.

· Also deliver report like FOC/Medtronic to Application support team daily.

· Compile and delver daily IT Operations Management Production Report each morning by 8 am.

· Stay current with system information, changes and updates.

· Good knowledge of Sales Force ticket system, MS excel,Moogsoft, Nimsoft, Solarwind Tools and CRC and MyXalytics Dashboards.

· 24 x 7, Proactive and scheduled monitoring of supported IT

· Applications and Infrastructure including Data Centers, Branch Offices,

· Financial Centers and Corporate Offices

· Standard Operating Procedure based resolution and perform all the

· proactive health checks and escalate to next level technology teams as

· required.

· Initial problem determination, troubleshooting, potential resolution

· and escalation of incident tickets and coordination until closure of the

· issue.

· Answer calls from Employees to assist in resolving identified

· issues, open tickets and escalate accordingly.

· Ensure daily and nightly batch schedules are run effectively and

· efficiently to support the Mainframe Core Banking Applications

· Interface with Vendors to provide support as required for

· business activities.

· Production Control will work with business units and

· application teams to ensure requested changes are effectively tested

· and implemented.

· Coordinate nightly and weekly change management windows as

· required.

· Perform mainframe tasks such as time changes, system shutdown and

· startup, and system IPLs (Initial Program Load) as per standard

· operating procedures (SOP)

· Assist in Business Continuity Planning and Testing to ensure

· recoverability in the event of a disaster situation.

· Assist Incident Management during issues by monitoring the

· environment and providing call out assistance as needed

· dates. Coordinate problem resolution with Third Parties, application

· providers and IT groups.

· Provide information about known errors related to Major Incidents

· Coordinate and consolidate RCA reports from level 2 teams.

· Identify any monitoring alerts or environment log entries that may

· contribute to problem resolution of incidents.

· Escalate, as necessary, any potential problems resulting from

· monitoring that potentially may result in a major impact to business units or member activity