Analyst, IT Operations - Vadodara/Baroda @ Concentrix

• Active participation in Incident Management. In case of Sev1 incidents, validate from production floor all the artifacts and extract details like Ping/Trace Route and initiate troubleshooting session with all platforms to isolate the problem.
• Ensure completion / addition / modification of Backup is managed monitored daily. Managing Tape inventory for Concentrix Customer owned Tapes and moving them weekly to off-site location. Catering to restoration of data on requests received from Business.
• Supporting new Transitions on Image Desktops Readiness.
• Ensuring all PCI, HIPPA accounts are IT security compliant as per PCI, HIPPA etc. guidelines.
• All security controls are implemented starting from Active Directory group policy deployment on all production desktops.
• BCP test for IT infrastructure, links/firewalls specific to all accounts. Performing failover tests for Firewall, Network, Servers AD/DNS/DHCP services, PA BA switch testing to ensure we are compliant with BCP guidelines and contractual obligations to the customer.
• Ensuring compliance security for the site. Maintaining system compliance audits as per COPC, ISO 27001 etc. standards ensure 100% contract compliance.
• L2 support for all network, server voice infrastructure for CNX and client owned equipment as applicable.
• SSAE activity.
• PGP Desktops Validation, OU Users Policy Validation Computer OU Policy validation.
• Tickets review of all pending tickets.
• Site Hardening testing.
• Validating these controls like printer permissions, AD Users computers permissions for restriction of c: drive permission, saving rights, software installation rights software deployment on desktops.
• Validation updation of images documents on Tivoli servers to ensure all images are updated with latest patches, customer software, Service Packs etc.
• Measure support b/w consumption of accounts and monthly reporting.
• Validation of Client Asset/Software with client and ensuring all these assets are a part of inventory.
• Updating Daily/Monthly/Quarterly/Half Yearly/Yearly Health Checklist.
• Managing Local DNS /DHCP/File server/Tivoli server for service delivery location as day-to-day operation to support Business.

• Achieving and Maintaining high IT VOC scores. Action planning for identified reas.
• Rotational Shifts, willing to work predominantly in night shifts, 24/7 environment
  

Qualifications and Experience Required

• 6.5+ years experience supporting desktop/laptop hardware and software in a Windows-based PC/LAN environment or equivalent
• Bachelors Degree/Post Graduate (In IT/Computer Applications/Electronics)
• ITIL V3, MCSE, CCNA or similar certifications required
• Knowledge of Windows, Network, Voice

• Knowledge of ITIL V3 Framework
• Proven problem management, incident management, customer/client management, change management, RCA and ticket analysis experience.
• Interm diate understanding of Enterprise Networks, Active Directory set up Windows servers
• Demonstrable experience in ticket resolution using Remedy and ITIL based framework, maintaining systems compliance and audits as per ISO/IEC 27001:2013, ISO 22301 Business Continuity PCI