IT Systems Support Professional

Infrastructure Support Specialist Job Description:

• Provide technical support for internal and external customers by delivering services in accordance with contractual terms and established Service Level Agreements (SLAs).
• Maintain and ensure the optimal performance of all managed systems and products.
• Serve as a single point of contact for customers, coordinating with resolver teams and service desks to ensure timely intervention and high-quality service resolution within defined SLAs.
• Offer top-tier incident and problem management support, coordinating resolutions with technical teams.
• Minimize service restoration times by escalating issues to specialized resolver groups in accordance with SLA and monitoring policies.
• Oversee equipment replacement, ensuring spare parts availability and timely replenishment in line with sparing policy.
• Uphold operational standards by providing guidance, support, and hands-on management for incident and problem resolution.
• Proactively identify service and infrastructure issues, conduct diagnostics, and maintain ownership of service requests for effective problem resolution.
• Assist senior team members in daily task coordination, reporting, and overall operational management.
• Follow installation standards and industry best practices to ensure high-quality service delivery and system operations.
• Utilize tools and equipment to perform installations, interventions, and repairs in line with operational guidelines.
• Elevate unresolved problems to higher support levels as needed.
• Conduct scheduled preventive and proactive maintenance, as well as monitoring of systems and services, to meet customer expectations.
• Execute Change Management, Configuration, Design, and Implementation tasks for supported systems and products.
• Manage local vendors to ensure consistent service delivery and report on vendor performance to management.
• Analyze, define, document, and test system and application enhancements.
• Provide on-site support during service cutovers.
• Continually identify, document, and share lessons learned, known errors, and operational insights to enhance service quality.

• Degree in Computer Science, Electronic Engineering, or equivalent Telecommunications in-country qualification.
• Unix/Linux Certification, VMWare Certification, ITIL Foundation v3 Certification.
• At least 3 years experience in following technologies: Operating System, RHEL 7/8, RHEL HA, Windows Data center 2016/2019 with clustering.
• Hardware: HP DL360 Gen 9, DELL R430XD, DELL R730XD/equivalent.
• Virtualization: ESXi, VMWare vsphere 7/8, VMware vCentre, VMware SRM Standard.
• MQ: MQ v8/9, MQ IPT, MQ Clustering, IBM License Manager.
• Web: Apache Web Server, Apache Tomcat Application Server.
• Monitoring tools: NagiosXI, NagiosLog, eG Monitoring suite.
• Firewall: Palo Alto 850 & PA-5220/equivalent, Checkpoint Firewall/equivalent.
• Load Balancer: F5 BIG-IP LTM i2600.
• Vulnerability Manager: IBM Qradar All-in-one console, Event collector, Waterfall MQ Agent (Waterfall for IBM Websphere MQ).
• CA Server Luna HSM, Aruba Clearpass, SafeNet Network HSM, SecurityToken, Nessus Manager, Nessus Security Centre, Mcafee Advanced Security Suite, Mcafee ePolicy Orchestrator.
• Storage: DELL EMC Unity 400, 300.
• Backup: EMC Data Domain with DD Boost & DD Replicator, DELL EMC Networker, Veritas System Recovery.
• Other Technologies: RedHat Satellite/Spacewalk, DHCP, TFTP, Mail, Squid (WEB Proxy),NFS, Active Directory,DNS,NTP,Yum repo, IPA, SysLog servers.

The selected candidate will have the opportunity to grow professionally and contribute to a collaborative and dynamic work environment.

How to Apply:

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