Jobs for People with MS: National MS Society

Job Description

• The candidate must have a basic knowledge and minimum 5 years of experience in Windows and Unix/Linux-based Operating Systems, Database and Internet technologies, security, and hosting facilities.

• The Candidate should have experience working in an operations center environment and should be aware of Incident Management workflow and related processes along with associated KPIs.

• The candidate must feel comfortable in a fast-paced, team-based environment. Have flexibility in scheduling and a past history of supporting a 24x7 alert and ticket-based environment.

• Having experience in driving Major Outage bridges is desirable.

Career Level - IC2

Responsibilities

• Event Management

• Provide real-time monitoring and technical support for Application, Network, Server and Enterprise system elements using alarming and monitor notification tools.

• Monitor and manage mission critical servers and applications in a mission critical 24x7 environment.

• Acknowledge Critical Alerts from monitoring tool in a timely manner.

• Initiate incident for every Critical alert observed on the monitoring system.

• Report any issues observed with monitoring system to management.

• Incident Management

• Responsible for Incident initiation.

• Responsible for carrying out initial Triage for alerts.

• Responsible for engaging technical resource groups for early restoration of services.

• Responsible for validation of applications/ services upon restoration.

• Responsible for initiation of bridge during major customer impacting events

• Responsible for sending timely communication to GBUs using communication tool.

• Responsible for prompt response of emails received during his/ her shift.

• Responsible to inform the shift lead on receipt of multiple alerts, which may result into major incident

• Call Handling

• Responsible to take calls on hotline in a professional manner.

• Use proper script for Greeting while receiving a call.

• Use proper script while placing a call “On Hold”.

• Use proper script while ending a call

• Make sure that the status is set to “Not-Ready” while moving away from desk.

• Make sure that Login Time is as per the agreed SLA.

• Maintenance

• Responsible for sending start/ stop notifications for planned maintenance.

• Responsible for service validation with GBUs after maintenance in certain agreed scenarios.

• Documentation

• Responsible for clear and correct documentation of incident progress along with relevant logs.

• Responsible for documentation of timelines accurately.

• Responsible for documentation of incident milestones for customer impacting events in the ticketing tool.

• Responsible for documentation of escalation performed along with their timelines in ticketing tool.

• Responsible for completion all the mandatory training and certifications.

About Us

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.

When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.

We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one.

Disclaimer:

Oracle is an Equal Employment Opportunity Employer*. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

* Which includes being a United States Affirmative Action Employer