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L1/L1.5 Network (Router, Switch, Firewall) Support Specialist with German

TATA CONSULTANCY SERVICES LIMITED S.A. ODDZIAŁ W POLSCE

TATA CONSULTANCY SERVICES LIMITED S.A. ODDZIAŁ W POLSCE

Cybernetyki 10

Mokotów

Warszawa

Technologies we use

Expected

  • Windows Monitoring & Management

  • ITIL

  • ITSM

  • VLAN

About the project

We are looking at IT professionals to join our Operational Control Centre team

The Operational Control Centre (OCC) requirements are to provide 24x7 monitoring, management and L1/L1.5 support for Mainframe, Windows, Unix, Network, Storage, SAP, Cloud, and applications. This role requires associates with experience in respective technology at least 1 to 2 years with basic knowledge of ITIL Process, ITSM tool operation and Monitoring Tool Operation.

This team will monitor and troubleshoot issues within the IT Infrastructure environment. This position will be responsible for working with Germany Team to create support and escalation procedures based on the impact to the business. This position will also be responsible for supporting Service Desk team and Technical Team for identifying, resolving and escalating the issues.

Your responsibilities

  • First point of contact for customer inquiries and singular contact for internal and external customers

  • Processing of mailboxes and, if necessary, dispatching of customer or internal mails

  • Start of fault clearance according to instructions, if necessary, activation of on-call services

  • Monitor the devices availability using Network tools

  • Create incidents for monitoring alerts/failures

  • Work with Service desk and create Major incidents (if multiple issues are reported from single location for same category)

  • Open Major incident management bridge call and run the call till closure

  • Update the status on MIM to customer leadership team, infrastructure teams and users through common channel

  • Log ticket with Vendor on product (or) link failures and track till closure

  • Continuous documentation of the processing progress in the ticket system

  • Proactively validate the Firewall logs and initiate ticket for any abnormalities

  • Proactive anomaly detection in the network and initiation of predefined measures

  • Vendor co-ordination in case of device failure/replacement

  • Receive the firewall activation order from customer and update the SME group

  • Work on Firewall activation order

  • Ticket creation and assignment to other groups on order processing

  • Event evaluation and resolution with the help of knowledge databases

  • Correlation of events from application system and network monitoring and derivation of suitable measures

  • Initial configuration of router - Hostname, Management ip assignment, Device Logging and AAA

  • Service request handling for Duplex mismatch, VLAN assignment, Device movement as non-critical

  • Handle the event related to hardware failure, analyze the logs

  • Open ticket with Hardware vendor for replacement. Work with customer for approvals

  • Coordinate OS upgrade and configuration changes

  • Incident ticket trend analysis and create Problem ticket with respective SME

  • Prepare change ticket for rules, policies

  • Change mgmt. approval – Follow-up

  • Prepare change ticket for Change Implementation

Our requirements

  • At minimum 6 Months to 2 years of experience in Windows Monitoring & Management

  • Should be authorized to work and stay in Poland without any support from employer

  • Should be willing to work in a 16/5 shift environment

  • Good Communication skill (English & German)

  • Basic knowledge in ITIL Processes (Event, Incident, Request, Problem, Change, Release, Capacity, Availability)

  • Basic Knowledge in ITSM tool IT user operations

  • Basic Knowledge in Monitoring tool console operation for Infrastructure Management

What we offer

  • Access to wide range of learning & development platforms

  • Private Medical Insurance with family/partner option

  • Indefinite period employment contract with initial 3 months as trial period

  • Work in a multicultural environment

  • Benefits

  • private medical care

  • saving & investment scheme

  • employee referral program

  • charity initiatives

TATA CONSULTANCY SERVICES LIMITED S.A. ODDZIAŁ W POLSCE

A purpose-led organization that is building a meaningful future through innovation, technology, and collective knowledge. We're #BuildingOnBelief. A part of the Tata group, India's largest multinational business group, TCS has over 500,000 of the world’s best-trained consultants in 46 countries. The company generated consolidated revenues of US $22.2 billion in the fiscal year ended March 31, 2021, and is listed on the BSE (formerly Bombay Stock Exchange) and the NSE (National Stock Exchange) in India. TCS' proactive stance on climate change and award-winning work with communities across the world have earned it a place in leading sustainability indices such as the MSCI Global Sustainability Index and the FTSE4Good Emerging Index.

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