In this role, the incumbent will be accountable for the continuous monitoring of servers, systems, and networks to ensure uninterrupted service 24/7/365. Tasks include handling monitoring activities, managing alerts and escalated calls, and overseeing help desk tickets to meet service level requirements. Providing mentorship to new staff and junior engineers is a pivotal responsibility. Strict adherence to established Standard Operating Procedures (SOP) is necessary, covering tasks like Data Centre walkthroughs, job status checks, ticket updates, and coordination with vendors for hardware replacement. Encouragement for initiative is provided, with opportunities to provide feedback on processes, propose ongoing improvements, and actively participate in the continuous review of documentation. Collaboration with stakeholders for system onboarding/offboarding and assistance in deploying, managing, and testing tools and systems for health monitoring are also expected. Flexibility in work schedules, including occasional odd shifts to cover for absent colleagues, is anticipated.
Skills:
The successful candidate must be detail-oriented and possess proficiency in troubleshooting. Strong written and verbal communication skills are imperative, with the ability to confidently prepare and deliver presentations or briefings to stakeholders. Experience with monitoring tools and service desk systems is required, and certification in IT Service Management (ITSM) and IT Operations Management (ITOM) is preferred. The ability to work effectively in a team environment, adapt to a fast-paced setting, and manage tasks across multiple platforms simultaneously is crucial. Punctuality and dependability are key attributes for success in this role.
