Ioc Engineer

Team Summary

Infrastructure Operations Center (IOC) is the nerve center for the IT Infrastructure production support for the UK Member Firm. IOC UK (USI) Provides 24*7*365 production monitoring support for the UK ITS infrastructure including servers, network devices and applications.

It is a team of support engineers specializing in a wide range of technologies, not limiting to Windows Technologies, Server and Storage platforms, Veritas NetBackup and Connected Backup platforms, Event Management (SCOM and Solarwinds), Service Management (Incident, Change, Problem and Service Requests). It works to ensure seamless execution across Deloittes technologies and applications, with minimal production impact to its stakeholders and customers.

Location: Hyderabad

Work shift Timings: 24x365 (5:30am to 2:30pm, 1:00pm to 10:00pm & 9:00pm to 6:00am)

Role Requirement

• Work experience in IT Operations Centre (Mid to enterprise size environments).

• Advanced knowledge with monitoring tools (SCOM & Solarwinds).

• Proficient in identifying, diagnosing, and resolving network and server issues.

• Experience with ticketing systems (ServiceNow) to track and prioritise incidents.

• Proficient in handling high-priority incidents (P1 and P2).

• Expert knowledge with remote management and support protocols for data center operation.

• Strong Knowledge in troubleshooting and maintaining Windows Server 2016, 2019 and 2021.

• Proficiency in managing and patching Hyper-V hosts and Virtual Machines.

• Experience in implementing security patches and updates to protect systems from potential threats.

• Commitment to continuous learning and improvement in NOC operations.

• The candidate should have a Continual Service Improvement (CSI) mindset.

• Strong analytical and problem-solving abilities.

• Excellent collaboration skills, with the ability to work effectively with SME teams.

• Strong in writing clear and concise professional business emails.

• Thorough understanding of the ITIL-V4 framework.

• Ability to stay calm under high pressure situations.

• Willingness to work in shifts, including nights, weekends, and holidays due to business requirements.

Roles and Responsibilities

• Expertise in using monitoring tools (SCOM & Solarwinds) to oversee server and network performance.

• Delivering Level 2 support for server and network-related issues.

• Take ownership of critical incidents, ensuring timely and effective resolution.

• Participate in Major Incident Management (MIM) calls as and when required.

• Analyze and prioritize alerts based on severity and impact.

• Work closely with Subject Matter Experts (SMEs) from various IT teams to resolve complex issues.

• Server management and support for Hyper-V & VM-Ware, which includes server checkpoint creation and deletion, addition of RAM and CPU, and the integration of new data drives.

• Join collaborative calls with other engineering teams to support and facilitate network and firewall changes.

• Work with vendors for timely replacement of server hardware components.

• Identify and resolve common OS problems, escalating complex issues to higher-level support when required.

• Monitor and manage the health of the physical server estate.

• Level 1 support for cloud platforms (Azure & AWS), including software troubleshooting and installation.

• Participate in scheduled maintenance activities and provide support during planned outages.

• Escalation for critical issues through the On-call Process.

• Communicate effectively with internal teams and external vendors to resolve issues.

• Perform patching for Hyper-V hosts on physical servers and manage the migration of virtual machines (VMs) from the host.

• Create baselines following the release of Microsoft patches to ensure systems are up-to-date and secure.

• Conduct patching of management hosts with minimal downtime, particularly focusing on System Center Virtual Machine Manager (SCVMM).

Tools and Technology

• System Center Operations Manager (SCOM)

• SolarWinds

• CyberArk

• BT Portal

• Diamond IP

• F5 Portals

• StruxureWare

• SAP Data Services Management Console

• VMware vSphere

• Hyper-V SCVMM

• ServiceNow & Global ServiceNow

• OnSolve