Incident Management Engineer

Vortalsoft Inc; New Jersey; On-site; USD 70,000 - 90,000; Full time

Job summary

Vortalsoft Inc is looking for a dedicated engineer in New Jersey to monitor logs and perform troubleshooting across Windows, VMWare, and HyperV environments. The role involves proactive ticket management, coordination with vendors, and ensuring compliance with defined processes for SLA adherence.

Candidates must demonstrate strong problem-solving skills and be able to document actions taken, ensuring seamless transitions across shifts and thorough communication with all stakeholders.

Responsibilities

• Proactive monitoring and investigation of logs.
• Identify issues and implement resolution steps.
• Triage unresolved tickets with L3 SME.
• Gather information and update tickets regularly.
• Prepare detailed reports for next shift engineer.
• Track tickets for SLA adherence.

Job description

Responsibilities

1. Proactive monitoring and investigation of logs: Initiate Windows, VMWare, HyperV administration, troubleshooting, investigate to identify the possible issues, locate the device/service causing the issue.
2. Restoration and Resolution: Identify the issue based on troubleshooting and decide on the actions required to be implemented for resolving the issue. Refer to required KEDB or Knowledge bases for known issues/repetitive issues and resolution steps. Implement the resolution steps, execute, validate and update ticket with steps taken and outcome.
3. Triage: Once the resolution steps are completed if the issue is still not resolved or if it s an unknown issue and standard troubleshooting methods did not resolve the issue, escalate the ticket to L3 SME and support the troubleshooting process, if there is a bridge, continue on the bridge along with the SME. This support includes coordination with 3rd party vendor technicians.
4. Process Compliance:
   • Gather information from vendor, customer, analysis from the troubleshooting/investigation, resolution steps implemented and update the tickets regularly, as per the defined process
   • Prepare a detailed report on the plan of action for the existing tickets for the next shift engineer
   • Follow through and execute the various Escalation Matrix (Vendor, Internal and Customer defined)
   • Ensure tickets are closed post user or customer communication
   • Constantly track tickets for SLA adherence and elevate on deviations as defined in the process