Key Responsibilities
Provide Service Operations support to internal and external customers in accordance with the terms of the customer contract and Service Level Agreements (SLAs)
· Ensure the correct functioning and maintenance of all internal and external systems and products serviced by Service Operations
· When required, act as the customer SPOC and co-ordinate the scheduling of intervention with Customer's, internal resolver groups, and the Service Desk ensuring the highest level of customer services and communications are maintained to resolve the fault and incident within the prescribed SLA.
· Carry out incident and problem management support to the highest standards and co-ordinate the resolution with the appropriate resolver groups
· Ensure shortest restoral times possible, initiating the timely escalations to specialized resolver groups inside and outside SITA, according to the customer contracts, SLAs and monitoring requirements
· Manage the replacement of faulty equipment through the use of spares, and ensuring the timely replenishment the spare according to prescribed availability and sparing policy.
· To ensure the Service Operations team adheres to the highest working standards for all incidents and problems by providing guidance, support and direct management.
· Proactively detect problems related to service and infrastructure operations and delivery services, conduct diagnostics and provide service request ownership to ensure resolution of customer problems
· Support the senior team members in the management, reporting, and co-ordination of day-day tasks
· Adhere to installation guidelines and industry best practices to deliver quality service and infrastructure operations
· Use the appropriate tools and equipment to perform the installation, intervention, and repairs in accordance with Service Operations and Delivery guidelines and instructions where provided
· Report and escalate to the next level those problems which cannot be fixed
· Carry out preventive and proactive maintenance of equipment and monitoring of systems and services in accordance with agreed schedules and customer expectations
· Perform Change Management, Configurations, Design and Implementation of the supported Product & Systems
· Conducts the analysis, definition, documentation and testing of application & systems enhancements
· To provide onsite support to Users during the cutover of the services
· Continuously identify and document lessons learnt, known errors and operational knowledge for improved services
· When/where required, be contactable for escalations and support, on and on-call standby basis during out of office hours.
Requirements
· Diploma/Bachelor Degree in Computer Science, Electronic Engineering or equivalent Telecommunications in-country qualification.
· Unix / Linux Certification
· VMWare Certification
· ITIL Foundation v3 Certification
Candidate prefer to have at least 3 years IT experience in following technologies:
- Operating System: RHEL 6/7, RHEL HA ,Windows Data center 2016 with clustering
- Hardware: HP DL360 Gen 9, DELL R430XD, DELL R730XD / equivalent
- Virtualization: ESXi, VMWare vsphere 6, VMware vCentre, VMware SRM Standard
- MQ: MQ v8, MQ IPT, MQ Clustering, IBM License Manager
- Web: Apache Web Server, Apache Tomcat Application Server
- Monitoring tools: NagiosXI, NagiosLog, eG Monitoring suite
- Firewall: Palo Alto 850 & PA-5220 (equivalent), Checkpoint Firewall (equivalent)
- Load Balancer: F5 BIG-IP LTM i2600
- Vulnerability Manager( IBM Qradar All-in-one console, Event collector), Waterfall MQ Agent (Waterfall for IBM Websphere MQ)
- CA Server Luna HSM, Aruba Clearpass,SafeNet Network HSM, SecurityToken, Nessus Manager, Nessus Security Centre
- Mcafee Advanced Security Suite, Mcafee ePolicy Orchestrator
- Storage: DELL EMC Unity 400, 300
- Backup: EMC Data Domain with DD Boost & DD Replicator, DELL EMC Networker, Veritas System Recovery
- Other Technologies: RedHat Satellite/ Spacewalk, DHCP, TFTP, Mail, Squid (WEB Proxy),NFS, Active Directory,DNS,NTP,Yum repo, IPA, SysLog servers
- Airline experience and/or ATI know-how
- Application support in previous roles including health checks, restarts, Problem investigation in error logs, Fault reporting, Fault recreation on Staging Environment
- Monitoring tools administration
- Perform Incident, Problem, Change management for hardware, software
- Perform application release management
- Perform preventive maintenance
- Perform root cause analysis when required
- JAVA Debugging, Scripting Languages: PERL, BASH , PYTHON
- Support and administer network and security environments in line with IT security policy
- Upgrade network, security equipment to the latest stable firmware releases
- Support and administer Storage, Backup environments in line with company standards
- Storage and Backup administration in previous roles including health checks, Problem investigation in error logs, Fix PROD issues, Fault reporting, Fault recreation in Staging Environment
- Monitor, Provide Storage and Backup performance statistics and reports when required
- Perform adhoc system backup and recovery when required
- Work with 3rd party vendors to fix the HW issues including replacements when needed
- Involve in DC Failover Testing
- Ability to organize the activity and to take ownership of issues until resolution
