Job Scope
- Provide 24 x 7 support on call handling, response to emails etc.
- Working on 12 hours rotating shift.
- Provide Cloud infra and applications monitoring
- Perform Level 1 troubleshooting on incident
- Handle all categories of ITSM tickets using the ITSM system.
- Generate ad-hoc ITSM reports.
- Apply Operating System, firmware and software patches.
- Implement Change and Service Request
- Escalation of incidents to the appropriate engineers.
- Host Intrusion System definition update
- Perform vulnerability scan using the assigned tools.
- Handle calls from Amazon Connect.
Requirements
- Should possess at least a Diploma in Computer Science or Computer Engineering.
- Relevant certification in IT such as MCSE/MCSA
- Certified in at least ITIL V3 and above.
- Must be able to speak English fluently and write proper English.
Minimum Years/Area of Experience
- Minimum 2 years of experience in system administration
In depth experience in
- Working on AWS Platform
- Familiar with AWS Cloud Watch / System Manager for monitoring.
- Able to perform backup and recovery
- Resolve, restore and re-run failed backup issue
- Troubleshooting and perform escalation in the event difficult incident
- Familiar with ITSM tool (Jira Service Management) and able to categorize ticket correctly.
- Handle AD account issues.
- Customer like and able to handle calls in a professional manner.
