Command Center Engineer with German

Stack

Responsibilities

• ▹Provide 24/7 monitoring support for in-scope infrastructure
• ▹Develop and maintain detailed knowledge of the environment
• ▹Handle escalations and assist in creating RCAs
• ▹Generate operations reports
• ▹Manage bridge calls and notify relevant support groups
• ▹Perform GAP analysis
• ▹Create SOPs and knowledge base content
• ▹Capture alerts, raise incident tickets and escalate to the relevant team
• ▹Act as the first point of escalation/consultation for the team on technical, procedural and process questions
• ▹Assist the team lead in maintaining documents in the central repository
• ▹Work rotational shifts to provide 24/7 infrastructure monitoring
• ▹Liaise with the Merck Critical Incident Management Process Owner and chair process review meetings
• ▹Support the production and maintenance of the major incident restoration plan
• ▹Produce major incident progress updates
• ▹Conduct regular process compliance checks and quality reviews
• ▹Escalate inconsistencies in the monitoring environment (tool configuration, alert thresholds, alert enrichment, false alerts)
• ▹Discuss operational challenges and constraints in team meetings
• ▹Assist third-party vendors with on-site break-fix support
• ▹Analyze and report incident trend data to identify and eliminate root causes

Requirements

• ▹Knowledge of ITIL concepts (incident management, problem management, etc.)
• ▹Experience working in high-pressure environments with strong multitasking ability
• ▹Basic support experience on Windows/Unix servers, network devices and backup
• ▹Excellent verbal and written communication skills
• ▹Hands-on experience with alert monitoring tools (BPPM, HP NNM, HP OVO, SolarWinds, etc.)
• ▹Knowledge of incident, problem and change lifecycle processes
• ▹Experience with an ITSM tool (e.g. Remedy, ServiceNow)
• ▹Ability to generate reports
• ▹German at B2 level

Soft skills

What we offer

• ▹Competitive salary and performance bonuses
• ▹Opportunity for career progression
• ▹Young, vibrant team environment
• ▹Social benefits package
• ▹Professional onboarding and ongoing training

About the company

HCLTech is a global technology company with more than 219,000 people across 60 countries, delivering digital, engineering, cloud and AI-driven services across multiple industries. Consolidated revenue for the 12 months ending June 2024 totaled $13.4 billion.