Opening for L2 Technical Support (Bluecoat Proxy SG security) with Thomson Reuters, Bangalore

Opening for L2 Technical Support (Bluecoat Proxy SG security) with Thomson Reuters, Bangalore

---------- Forwarded message ----------
From: P V Shastri Associates 
Date: Fri, May 6, 2011 at 1:08 PM
Subject: Urgent opening for L2 Technical Support (Bluecoat Proxy SG security) with Thomson Reuters, Bangalore
To: 

Dear Saminath, We came across your profile in Monster and I am taking the liberty to send you this email regarding a position that we are currently hiring for Thomson Reuters, Bangalore. Please go through the detailed Job Description below and please let me know you if would be interested for the same. If so please send me your updated profile with details below for immediate process. Total experience: Relevant Experience: Current CTC: Expected CTC: Notice Period: However, if this position is not what you are looking for or otherwise unavailable, any referral for the same would be greatly appreciated. Thank you for your time. Regards, Vicky vicky@pvshastri.com Job Summary: ------------------------ Company : Thomson Reuters Job Location: Bangalore Position : L2 Technical Support Education : Engineering Degree /Diploma Experience : 3+ yrs for Engineering Degree holders & 6+ yrs of Diploma holders Please note: Candidate should be willing to work in 24 x 7 on-call support or Rota based Shift for operational requirements. Job description: ------------------ Project Summary and Position Overview: --------------------------------------------------- The 2nd level Support position is part of a dynamic team within Global Technology Operations to deliver hands-on implementation tasks and provide 2nd level Technical Support for Proxy devices in globally distributed data centers This Role also includes additional responsibilities where necessary such as Integration with production and operational management networks and ensuring compliance to technical operational policies and standards for Process, Technology and Security. This role facilitates the knowledge and experience to other teams such as 1st level & help desk functions with the working relationship with third party service providers such as BT Radianz and Bluecoat as well as various TR global technology teams. ESSENTIAL DAY TO DAY RESPONSIBILITIES: ----------------------------------------------------- Technical Support ----------------- • maintaining the integrity and security of the Internet Services Infrastructure across multiple time zones; ensuring security policies, configurations, installations, upgrades, backups, performance and optimization procedures are followed accurately; proactively monitoring systems and performing trend analysis of collected data; processing new requests and resolving support issues escalated by other operational support teams in line with agreed SLAs. • Providing Point of escalation Contact for 2nd level troubleshooting with end to end ownership for technical support. • Delivering Root Cause Analysis, Workarounds and Solutions for all technical problems with compliance to Reuters Defined ITIL Processes on Problem and Incident Management. • Providing either 24 x 7 on-call support or Rota based Shift works for operational requirements. • Maintaining relationship with external vendors and internal service providers including peer to peer and upward technical escalation levels such other support and development groups. • Facilitation of support knowledge and experience to the regional team members for their local implementation. Implementation ------------------ • Execution of Implementation works for new and upgrade of IT Infrastructure with standard platforms on Network/Servers Technologies for the planned milestones and deliverables. Reviewing, ordering and receiving of Infrastructure kit list with liaison relationship with external vendors and various internal service providers. • Change execution for Infrastructure Items within agreed maintenance window of business operations and with compliance to defined Operational Change Management Process. • Ensuring Compliance to policies, standards & best practices on Technology, Process (ITIL), Quality Management (ISO 9001) and Security (ISO 27000) for Production Infrastructure with in Data Centre Operations. • Documentation of Statement of Work for Project tasks, S • tatus Reports, Technical acceptance testing procedures, Deliverables Deficiency list, Operational technical support Procedures, escalation chart etc • Co-ordination and liaison with operational, product and development groups for deliverables Release Management Process. • Execute capacity related upgrades and changes with a review of capacity management statistics with process and development experts. Qualifications ---------------- EDUCATION: ------------- Engineering Diploma with 6 years or Engineering Degree with 3 years working experience on 2nd level Technical Support and Implementation roles with ITIL best practices for Service focused Organisation for IT Deliverables to Business Requirements. REQUIRED SKILLS: ---------------------- • Ideal candidates should have a record of attending Bluecoat Proxy SG security administration courses and working knowledge of ITIL Service Management. Thorough working knowledge on installation, configuration and troubleshooting of Bluecoat Proxy Devices • Essential to have low-level working knowledge of TCP/IP protocols, Internet Technology, Infrastructure Security operations & best practices with associated efforts on consistent Technology updates • Familiarity & Working Knowledge with ITIL processes • Exposure to 1st level/Help Desk services for external clients is preferred for end to end service deliverables • Logical & Systematic Approach to problem solving requirements • Able to Work under pressure to multitask with changing priorities • Demonstrating with Practice on values for service, organisation and business with thorough understating of accountability and responsibility • Writing Skills for Documentation, Building & Maintaining Relationships, Problem Solving and Decision Making, end to end ownership for customer satisfaction through levels of support, planning and organization & working well with geographically distributed Virtual Teams are the required key soft skills Regards, Vicky vicky@pvshastri.com