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Service Ops Engineer
7 months ago
Position Overview
"The Service Operations Engineer provides technical support for application related issues and performs daily service health monitoring, server maintenance and resiliency improvements. He/She is responsible for delivering new and improved capabilities in systems monitoring, recovery and stability aspects of the system.”
Role & Responsibilities
Support and assist in regular server maintenance, system accesses, systems monitoring, backups, patching and daily health checks Maintain service operations documentation and guides. Develop 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 Assist in investigation of user reported issues Develop mitigating and/or preventive solutions Provide on-going maintenance support for production systems/applications and 24/7 stand by support Level 2 support will include 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 the 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 the co-ordination 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 managementRequirements
Min 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#LI-IHIS08
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