Job Description:
- Responsible for the monitoring of servers, systems & networks in an environment requiring 24 X 7 X 365 uptime.
- Handle all monitoring, alerts and escalated calls and manage help desk tickets as necessary to ensure that service level is being met.
- Provide mentorship and guidance to new staffs and junior engineers.
- Follow established Standard Operating Procedures “SOP” in response to system alerts and routine tasks with consistent accuracy. These tasks include Data Centre walkthrough, checking status of current jobs, updating of tickets, escorting vendors for hardware replacement, etc.
- Demonstrate initiative and provide feedback on existing processes and procedures, submitting ideas for on-going improvements. NOC Operators should use their experience with the system to help review documentation on a continuous basis.
- Collaborate with stakeholders on on-boarding / off-boarding of systems. Assist in deploying, managing and testing of tools and systems for health monitoring.
- Expected to be flexible in work schedules. Might be necessary to work an odd shift to help cover shifts when co-workers are out on occasions.
Skill sets:
- Must be a detail-oriented and proficient in troubleshooting
- Excellent written and verbal communications skills. Confident in preparing and delivering presentation / briefing to stakeholders.
- Experienced with monitoring tools & service desk system. Certification in ITSM and ITOM preferred.
- Ability to work and communicate effectively in a team environment
- Comfortable in a fast-pace environment, working across multiple platforms simultaneously
- Must be punctual and dependable
Education / Experience:
- Diploma / Degree in IT / Computer Engineering or equivalent
- ITIL Foundation V4 is preferred
