Position: Incident Analyst -GSOC
Designation: Engineer / Senior Engineer -Server Administration
Location: Mangalore, India
No. of Positions: 15
About Company:
GlowTouch Technologies, (www.glowtouch.com) delivering Customer Experience Management Solutions, Contact Centre Outsourcing, Business Process Outsourcing and Technology outsourcing. We started our business in 2002 and today we are with 2300+ professionals operating from Mangalore, Bangalore, Mysore in India , Louisville KY USA, and Dominican Republic at Central America. We have been certified in 9001:2015 (QMS), 14001:2015 (EMS) and 27001:2015 (ISMS). You may visit our website (www.glowtouch.com) to know more about us. Diya Systems is the subsidiary of GlowTouch Technologies
Summary of Position:
Perform as the first line of defense on 24/7 support team to take appropriate action toward resolving system and network problems as they occur. Investigate and respond to system and network issues while minimizing impact on customer service. Follow processes and procedures to escalate issues as required in 24/7 support environment. Issues service interruption reports to the Executive Level Leadership Team and agencies as required. Achievement of objectives is generally measured by product up time.
Required Skills & responsibilities:
  • Experience troubleshooting application processes.
  • Excellent verbal, written and presentation skills to effectively translate and communicate complex technical information and risk to all levels of internal and external organizations.
  • Work well under pressure with differing levels of Management.
  • Work closely with Network Engineers, Product Development, and Implementation to ensure network integrity and reliability.
  • Database analysis tools.
  • Customer service role supporting Windows or Linux based applications.
  • Excellent verbal and written communication skills.
  • Strong analytical/problem solving skills.
  • Strong SQL background
  • Support Center/Operations Center experience preferred.
  • Flexible to work in shifts
  • Network+, A+, Linux CentOS 7, AWS Cloud Practitioner, CompTIA Security+ and/or ITIL v4/ITSM, customer service experience.
  • Experience with Microsoft Azure, Oracle, Linux, basic networking.
Graduates & Above. · Computer Sciences degree or equivalent experience working within a Network Operations Center
Experience: 1-3years