Responsibilities:
- Understand the process and practices related to GNC support Templates and Standard Operating Procedures
- Ownership on critical incidents for customers to deliver resolution with in SLA.
- Perform IOS upgrades and patches to fix software and ensure that the environment is bug/vulnerable free by keeping system with up-to-date software.
- Troubleshoot production issues and network/security problems to fix any infra related issues and work with principal vendors and customer to provide the resolution within the proposed timelines.
- Performing RMA for hardware failures and replacement in production environment
- Perform health checks for the critical environments and ensure the systems running up to the standard and no potential failures.
- Setup staging and simulation for customer activities for critical jobs before actual tasks in production environment.
- Working in 24/7 operations centre and standby role for after office hours support on monthly rotational basis
- Able to follow and meet customer SLA for all the incidents and requests / responsible for the service delivery
- Undertake escalation for Enterprise Networking related matters from level 1 helpdesk engineers, perform level 1/2/3 on site troubleshooting and hardware field replacement works for customers.
- Responsible for updating technical documentations for configuration changes made via helpdesks and/or managed services customers.
- Responsible for opening and closing of support tickets when applicable and providing timely updates to helpdesk personnel and customer for support cases that has been allocated to you
The Individual and their Experience:
- Knowledge of ITIL principles, particularly Incident, Change, Problem and Service Management
- Minimum 2-3 years of relevant experiences in network operations including network, wireless, security technologies.
- Experienced on working with vendors and customer on outage situation and provide direction to juniors and customer on recovering services affectively.
- Hands on experience in operations and BAU for fixing user/infra issues in production environment is essential.
By submitting your application, you would have deemed to have given consent and have read through the DP notice for Job Applicants here: https://ap.logicalis.com/sites/default/files/2022-10/PIMS-A7.3-01%20Attachment%20I%20DP%20Notice%20for%20Job%20Applicants_updated9sept22.pdf
