Infrastructure Engineer 2
Asurion Hong Kong Limited - ROHQ
Total years of experience :14 years, 0 Months
• Responsible for the implementation and configuration of real-time monitoring of systems and applications.
• Provides on-call support on a rotating basis.
• Ensures that monitoring tools are up and working.
• Performs implementations and deployments for monitoring tools.
• Identify points of improvements for the monitoring tools and how it fit in Events Management
• Performs implementations and deployments of RFCs applications
• Provides troubleshooting and resolution for monitoring issues
• Proactively monitor service availability of monitoring tools
• Perform initial investigation and resolution on alerts to ensure service availability
• Communicates with vendor to escalate external issues and to ensure timely support when necessary
• Facilitates Technical Bridges for Critical and Major Incidents.
• On-boarding and training of newly hired Analysts.
• Ensures operational processes are being followed.
• Performs Runbook review and assessment as part of Operational Excellence.
• Facilitates knowledge transfer between support teams and NOC Level 1 Analysts during transition
• Performs daily preventive maintenance activities for front-end applications to prevent critical incidents from happening
• Performs incident lifecycle management for Critical and Major Incidents
• Performs implementations and deployments of RFCs for front-end applications
• Provides initial triage for front-end application issues
• Proactively monitor application services, SQL Database, Production Servers, and Network Devices
• Perform initial investigation and resolution on alerts to ensure service availability
• Communicates with vendor to escalate external issues and to ensure timely support when necessary
• Respond to urgent priority calls by Service Desk, Command Center or other IT Teams.
• Facilitate conference calls during Priority-1 incidents.
• Create, update and close appropriate incident tickets using Service Desk Manager.
• Update daily status reports and shift handover reports.
• Escalate incidents and alerts to the appropriate Tier-2 and Tier-3 teams.
• Perform application and infrastructure event monitoring using available tools.
• Answers incoming calls in accordance with established call-handling procedures
• Gather customer’s information and determine the issue by evaluating and analyzing the symptoms
• Diagnose and resolve technical hardware and software issues for DELL XPS Laptops
• Performs troubleshooting on DELL XPS Laptops for North American Consumers
• Offers alternative solutions where appropriate with the objective of retaining customers’ and clients’ business
• Analytical ability to decipher hardware and software problems
• Improves client references by writing and maintaining documentation.
• Improves system performance by identifying problems and/or recommending changes.
• Answers incoming calls in accordance with established call-handling procedures
• Gather customer’s information and determine the issue by evaluating and analyzing the
symptoms;
• Diagnose and resolve technical hardware and software issues for DELL XPS Laptops
• Performs troubleshooting on DELL XPS Laptops for North American Consumers
• Offer alternative solutions where appropriate with the objective of retaining customers’ and
clients’ business
• Analytical ability to decipher hardware and software problems
• Improves client references by writing and maintaining documentation.
• Improves system performance by identifying problems and/or recommending changes.