Cross Technology Engineer

1 week ago

Singapore INFINITE COMPUTER SOLUTIONS PTE LTD Full time
Roles & Responsibilities

Job Description Summary

The Managed Services Cross Technology Engineer (L2) is a developing engineering role, responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational.

Through the proactive monitoring, identifying, investigating, and resolving of technical incidents and problems, the Managed Services Cross Technology Engineer (L2) is able to restore service to clients.

The primary objective of this role is to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreement (SLA).

The Managed Services Cross Technology Engineer (L2) focuses on second-line support for incidents and requests with a medium level of complexity and focusses across two or more technology domains - Cloud, Security, Networking, Applications and / or Collaboration etc.

This role may also contribute to / support on project work as and when required.

Key Responsibilities:

  • Proactively monitors the work queues.
  • Performs operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA.
  • Updates tickets with resolution tasks performed.
  • Identifies, investigates, analyses issues and errors prior to or when they occur, and logs all such incidents in a timely manner.
  • Captures all required and relevant information for immediate resolution.
  • Provides second level support to all incidents, requests and identifies the root cause of incidents and problems.
  • Communicates with other teams and clients for extending support.
  • Executes changes with clear identification of risks and mitigation plans to be captured into the change record.
  • Follows the shift handover process highlighting any key tickets to be focussed on along with a handover of upcoming critical tasks to be carried out in the next shift.
  • Escalates all tickets to seek the right focus from CoE and other teams, if needed continue the escalations to management.
  • Works with automation teams for effort optimization and automating routine tasks.
  • Ability to work across various other resolver group (internal and external) like Service Provider, TAC, etc.
  • Identifies problems and errors before they impact a client's service.
  • Provides Assistance to L1 Security Engineers for better initial triage or troubleshooting.
  • Leads and manages all initial client escalation for operational issues.
  • Contributes to the change management process by logging all change requests with complete details for standard and non-standard including patching and any other changes to Configuration Items.
  • Ensures all changes are carried out with proper change approvals.
  • Plans and executes approved maintenance activities.
  • Audits and analyses incident and request tickets for quality and recommends improvements with updates to knowledge articles.
  • Produces trend analysis reports for identifying tasks for automation, leading to a reduction in tickets and optimization of effort.
  • May also contribute to / support on project work as and when required.
  • May work on implementing and delivering Disaster Recovery functions and tests.
  • Performs any other related task as required.

Knowledge and Attributes:

  • Ability to communicate and work across different cultures and social groups.
  • Ability to plan activities and projects well in advance, and takes into account possible changing circumstances.
  • Ability to maintain a positive outlook at work.
  • Ability to work well in a pressurized environment.
  • Ability to work hard and put in longer hours when it is necessary.
  • Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting.
  • Ability to adapt to changing circumstances.
  • Ability to place clients at the forefront of all interactions,understanding their requirements, and creating a positive client experience throughout the total client journey.

Academic Qualifications and Certifications:

  • Bachelor's degree or equivalent qualification in IT/Computing(or demonstrated equivalent work experience).
  • Certifications relevant to the services provided(certifications carry additional weightage on a candidate's qualification for the role).
  • Relevant certifications include (but not limited to) -
    • MCSA or Microsoft Certified: Azure Administrator Associate equivalent, etc.
    • AWS Certified: Solutions Architect Associate
    • Veeam Certified Engineer
    • VMware certified Professional: Data Centre Virtualization
    • Google Cloud Platform (gcp)
    • VMWare Certified Cloud Management and Automation
    • SRE Certifications

Required Experience:

  • Versed in Windows Technologies such as Domain Services, SQL, etc. not limiting to the list.
  • SRE Oriented and Focus
  • Familiar with AWS administration, Nutanix, Apache (Web server administration), Linux System administration, BigFix
  • Familiar ELK Stack (Elasticsearch, Logstash, Kibana) with AI/ML integration
  • Familiar with SNMP (Simple Network Management Protocol), F5 (Load Balancers and related technologies)
  • Familiar with JSON (Data formatting and processing)
  • Familiar with API, Automation, Ansible, CI/CD, etc.
  • Languages PS, Bash, Python, etc.
  • Moderate level years of relevant managed services experience handling cross technology infrastructure.
  • Moderate level knowledge in ticketing tools preferably Service Now.
  • Moderate level working knowledge of ITIL processes.
  • Moderate level experience working with vendors and/or 3rd parties.

EA License # 14C6941

Tell employers what skills you have

Veeam
JSON
Troubleshooting
Linux System Administration
Google Cloud Platform
Administration
Logstash
Service Level
SQL
Networking
VMware Certified Professional
Windows
Ansible
Disaster Recovery

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