Service Operations Engineer
1 month ago
Job Overview
The Service Operations Engineer is responsible for providing technical support for application-related issues and performing daily service health monitoring, server maintenance, and resiliency improvements. This role requires a strong understanding of business requirements and IT strategies, as well as experience in software development and maintenance support.
Key Responsibilities
- Support and assist in regular server maintenance, system accesses, systems monitoring, backups, patching, and daily health checks
- Maintain service operations documentation and guides, developing supporting documentation for all Service Operation activities
- Monitor Service level dashboards, perform daily health monitoring, system capacity review, and allocation of adequate capacity
- Defect fixes and resiliency-related improvements
- Assist in training and investigation of user-reported issues
- Develop mitigating and/or preventive solutions
- Provide on-going maintenance support for production systems/applications and 24/7 standby support
- Level 2 support includes attending to user queries, analysis, and investigation of issues reported, ensuring the issues are fixed as per user requirement
- Evaluate potential solutions and make recommendations to resolve application issues and user queries
- Log the issues received, track, and monitor the progress of fixes in a timely manner, according to established Service Level Agreements (SLA)
- Involvement in system integration testing (SIT) and user acceptance testing (UAT) prior to production implementation of changes
- Assist and involve in change management process (Change Approval, Implementation, Testing, Deployment, and verification)
- Assist with coordination in administration matters such as contract renewals, SSL Cert purchases, and renewals
- Liaise closely with business users and build good rapport
- Liaise closely with vendors in implementing application patches, bug fixes, and any necessary upgrades in accordance with OS/Software/Security policies
- Participate in implementation of projects and enhancements to provide inputs and review maintenance support requirements
- Work with various internal teams (Infra/Database/Security/Cyber Defence/Data Centre Ops) to detect and remediate incidents, problems, and changes
- Provide periodic updates and reports to internal and user management
Requirements
- Minimum diploma/degree in IT or related discipline
- At least 4 years of hands-on experience in software development and maintenance support
- Experience in .NET/SharePoint/MS Dynamics development is advantageous
- Possesses an excellent understanding of business requirements and IT strategies
- General understanding of Internet and Intranet server/application architecture and experience in working with medium/large systems involving multitier architecture and interface/integration to other systems
- Experience in implementing multiple websites/web applications on same platforms with interdependency of data and shared features will be advantageous
- Possess strong MS platform knowledge and skills
- Excellent knowledge of programming/systems analysis, quality assurance, prototyping, construction, integration, and migration functions
- Full project lifecycle experience in designing and implementing large web applications
- Good problem-solving and analytical skills to resolve technical problems
- Good communication skills and a team player to work in a dynamic and high-performing environment
- Microsoft Professional Certifications (.Net/SharePoint/Dynamics) will be beneficial
- ITIL v3/v4 certification and strong service-oriented experience/background preferred
- Strong knowledge and understanding of IT industry environment and business needs
- Proven experience supporting Web/Mobile/Client-based applications
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