Required skills:
- 1 to 5 years of experience in ServiceNow and Dynatrace
- AWS CloudWatch
- Data Centre Operations Support
- Ensure smooth 24×7 running of the operations.
- Plan, coordinate and support operations related activities.
- Oversee and/or resolve all onsite operational incidents and major issues including any change management.
- Maintain, review, and update all policies, SOPs, and Emergency Operating Procedures
- Implement service improvement programs.
- Lead Incident and Change Management to minimize impact to customer services.
- Generate and provide periodic reports to management review and meetings.
- Review and implement Operations base on ITIL and industry best practices.
- Perform Alert Monitoring triggered from the monitoring system.
- Perform first level troubleshooting and resolution based on predefined troubleshooting guide provided.
- Perform incident escalation.
- Ensure incidents are responded and attended to.
- Triage and redirect tickets for 2nd or 3rd Level resolution base on criticality, impact and customer Service Level Agreement (SLA).
- Creation of Incident details using ticketing system provided.
- Creation of Service Request, Change Request, Problem Request using ticketing system provided.
- Liaise with users/customers on project related operational matters.
- Provide support for audit.
- Any other duties or projects as assigned by the management.
Thanks, and Best Regards
Karanam Vijaya Kiran
(EA Registration no: R1443178)
Recruitment Manager
Hand Phone: +65 92333815
Helius Technologies Pte Ltd (EA Licence No: 11C3373)
