ARCON

• Technical Expertise: Strong hands-on experience with ARCON GRA & EPM solution architecture, agent deployment, and dashboard management.
• Infrastructure Knowledge: Familiarity with Windows server administration, database health maintenance, and enterprise monitoring tools.
• Process Compliance: Solid understanding of ITIL frameworks (Incident, Request, Problem, and Change Management).
• Soft Skills: Excellent communication skills for handling user escalations, cross-functional team collaboration, and writing formal RCAs.

Key Responsibilities

1. Daily Core Support Operations (L1 & L2 Tracks)

• Incident & Request Management:
• Act as the first line of communication for all inbound requests via phone, email, chat, and monitoring tools.
• Log, categorize, prioritize, track, and route incidents raised by end-users, infrastructure teams, and the IT helpdesk.
• Own tickets throughout their lifecycle, ensuring timely updates and successful closure within defined SLAs.
• Application Onboarding & Exception Management:
• Support the onboarding and addition of new applications into the ARCON environment (including configuration, validation, and access readiness).
• Manage and track exceptions related to privileged access, policy deviations, or onboarding constraints.
• Technical Troubleshooting & Maintenance:
• Perform Standard Operating Procedure (SOP) based troubleshooting for ARCON ecosystem issues, including desktop agent installation and re-installation.
• Monitor ARCON server health, application/database availability, dashboard publishing, and system performance.
• Execute backend data extraction, log sharing (GRA logs), minor configuration fixes, and regular system maintenance.
• Ensure configuration management and periodic backup of ARCON servers (Database & Application).
• Escalation & Problem Management:
• Escalate unresolved L1/L2 issues to L3/OEM support teams seamlessly.
• Prioritize and handle Critical (P1) incidents, deploying temporary workarounds and establishing permanent fixes for recurring issues.

2. Governance, Oversight & Documentation

• Operational Governance:
• Conduct periodic reviews to identify repeated incidents and implement preventive measures.
• Manage escalation handling and coordinate directly with ARCON L3/OEM teams.
• Maintain a structured exception management process, including documentation, approval tracking, and periodic review closures.
• Documentation & Knowledge Management:
• Create, update, and maintain System Administration, End-user, and Business manuals.
• Keep SOPs, runbooks, and knowledge bases updated with newly identified issues and fixes.
• Training & Collaboration:
• Provide periodic training sessions and knowledge transfer to internal teams.
• Coordinate with PMO teams for sanity testing and User Acceptance Testing (UAT) during patches, builds, and upgrades.
• Support GRA use-case identification and onboarding for new enterprise applications.