TOC Resolver  
dinCloud Pakistan (Private) Limited   More jobs from this company

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Job Title:   TOC Resolver
Category:   Engineering
Total Positions:   1
Job Location:   Islamabad, Lahore, Rawalpindi
Gender:   No Preference
Minimum Education:   Bachelors
Degree Title:   BSCS
Career Level:   Experienced Professional
Minimum Experience:   3 Years
Salary Range:   PKR 0 to 0 per Month
Apply By:   May 19, 2024
     
     
 
Job Description:

dinCloud is an all-encompassing Cloud Service Provider (CSP) with a global footprint of data centers. Our portfolio includes Cloud Hosted Virtual Desktops, Servers, and Databases. For over 10 years, we have been innovating in the cloud space- as a ‘born in the cloud provider. While we have evolved over the years, our core philosophy remains centered on security and transparency. As such, our innovative solutions can be tailored to the unique needs of many businesses and industries.

At dinCloud, we maintain a dynamically robust environment that is ever-changing and evolving in parallel with the latest technologies, trends, and industry standards. With a highly skilled and qualified workforce of over 500 personnel in our Islamabad, Lahore, and United States offices, we function with the firm belief that our employees are our greatest and most valued assets.

Our perks and benefits package includes:

  • Health insurance for our employee’s immediate family members inclusive of their parents, which covers OPD, as well as IPD
  • An effective provident fund policy along with EOBI facilities
  • Entitlement for paid leaves
  • Pay Raises & Paid Trainings

We are presently searching for highly motivated candidates, with the will and determination to strive under pressure, and the innate ability to evolve and keep up with the emerging technologies in the industry.

Responsibilities:

  • Act as a 2nd touch resolver for escalated tickets.
  • Performance Monitoring/Remediation (Server, N/W, VM, Cloud- Infra and UC)
  • Responsible for the continuous monitoring and support of operations center scope of work.
  • Inspect hardware, software, and environmental alerts or malfunctions and if anomaly is identified, minimize the service impact, and restore services to normalcy following the set process and procedures.
  • Validate the anomaly following the approved standard operating procedures.
  • Attempt remediation per documented steps and access levels.
  • Coordinating with ISP/ vendors, customer co-ordination, and other internal teams.
  • Detect events, correlate, validate, follow Runbook procedures and act to avoid a potential incident or lower the intensity of an incident impact proactively
  • Create/update ticket, carefully track and document the sequence of events and resolution in detail in the platform.
  • Escalate the issue to next level Engineering and follow escalation matrix, (other IT resources or 3rd party vendors for assistance in reaching a resolution) as and when required.
  • Maintain ongoing communication within the team and anyone involved in the service restoration efforts, to keep all stakeholders aware of relevant, known issues and the steps being taken.
  • Implement actions in support of root cause analysis and problem remediation
  • Understand business dynamics and needs at all levels (end-user to executive) and fulfil the business requirements

Qualifications:

  • 4-6 years experience working as an Analyst or Engineer within IT.
  • Experienced and proficient in root cause analysis with validation / troubleshooting techniques and problem solving in a 24x7x365 environment.
  • Experience working in multiple Windows Servers environments
  • Experience working with resolution of Windows 10 and 11 issues
  • Knowledge of Active Directory support and troubleshooting
  • Experience working as an O365 Admin
  • Experience working with Cisco devices
  • Knowledge of networking troubleshooting.
  • Knowledge in monitoring & L-1 support of data base and applications
  • Knowledge and experience with datacenter and cloud technologies.
  • ITIL Processes knowledge and experience
  • Basics of VMWare and Citrix.
  • Working experience with ticketing tools like (Cherwell/ Service now)
  • Ability to understand and communicate with users in USA.
  • Willing to work in 24/7
  • Excellent verbal and written communication skills

Key Competencies: Analytical, Detail Orientated, Delivery Excellence, Client Intimacy, Knowledge of monitoring and ticketing tools.


Company Information
 
Company Name:  dinCloud Pakistan (Private) Limited
Company Description:
dinCloud is an all-encompassing Cloud Service Provider (CSP) with a global footprint of data centers. Our portfolio includes Cloud Hosted Virtual Desktops, Servers, and Databases. For over 10 years, we have been innovating in the cloud space- as a ‘born in the cloud provider. While we have evolved over the years, our core philosophy remains centered on security and transparency, and as such our innovative solutions can be tailored to the unique needs of many businesses and industries.

At dinCloud, we maintain a dynamically robust environment that is ever-changing and evolving in parallel with the latest technologies, trends, and industry standards. With a highly skilled and qualified workforce of over 150 personnel in our Islamabad, Lahore, and United States offices, we function with the firm belief that our employees are our greatest and most valued assets.

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