What are the responsibilities and job description for the IT Engineer position at Hexaware Technologies?
At Hexaware Technologies, we are a leading global IT Services company, dedicated to driving digital transformation and innovation for businesses around the world. Founded in 1990, Hexaware has grown into a global trusted partner for enterprises, offering comprehensive AI empowered services including IT Consulting, Application Development, Infrastructure and Cloud Management and Business Process services. At Hexaware we are a community of creative, diverse, and open-minded Hexawarians creating smiles through the power of great people and technology. We pride ourselves on our people-centric culture and commitment to sustainability. Our diverse team of over 30,000 professionals across 30 countries is driven by a shared passion for innovation and excellence. We foster a collaborative environment where creativity and continuous learning are encouraged, enabling our employees to thrive and grow.
IT Engineer II Job Description :
- Provide support for complex or specialized application or infrastructure tasks, incidents, changes and requests
- Good communication skills (oral and written)
- Attention to detail
- Ability to multi-task
- Knowledge and use of ticketing systems
- Knowledge with : - Unix / Linux - Cloud services (Amazon)
- Proficiency in running incident calls with up to 25 people
- Managing incident data using tools like SharePoint, Confluence
- Experience in managing Helpline numbers.
- Experience troubleshooting and managing triage calls with cross-functional teams.
- Use of Office products including Excel, Word, Outlook)
- Performs and manages production support tasks and activities which requires IT expertise and knowledge of business processes, general application and infrastructure support.
- Manage and triage and resolve incidents utilizing knowledge articles as well as prior knowledge and experience with the systems
- Executing changes based on change information or knowledge base instructions
- Responding to IT service request according to written instructions but may also rely on their experience to resolve issues.
- Monitor and execute production processing per requests or runbooks.
- Perform eyes on glass monitoring of systems and applications and proactively look for alerts or potential issues.
- Responsible for communicating, coordinating and working with other groups and ensuring the availability of the production environment.
- Manage troubleshooting calls with cross functional teams
- Lead and manage triage efforts for incidents that have potential for business impact, including performing analysis of other activities in the environment that could be causing the issue, troubleshoot the systems using tools, dashboards and command line
- Eyes on glass monitoring of monitoring system, email and MS-Teams Chats. - Ownership and use of the MS-Teams conference lines for triage and follow up calls.
- Engage and escalate as necessary to ensure the proper resources are on the triage calls to expedite recovery and minimize impact to Client external customers and internal users. - Inform management throughout the triage process of progress, issues and business impacts
Top 3 must have skills :
Education / Experience :
Equal Opportunities Employer :
Hexaware Technologies is an equal opportunity employer. We are dedicated to providing a work environment free from discrimination and harassment. All employment decisions at Hexaware are based on business needs, job requirements, and individual qualifications. We do not discriminate based on race including colour, nationality, ethnic or national origin, religion or belief, sex, age, disability, marital status, sexual orientation, parental status, gender reassignment, or any other status protected by law. We encourage candidates of all backgrounds to apply.
