3-5 years of experience
Provide high quality monitoring and operational service to Bank s Data Center, ensuring services are delivered in compliance to the SLAs established.
Responsible for the monitoring, batch job operations, Backup and restore operations.
Provide assistance in fixing the issues and other teams across IT Departments.
Work in shifts as per the shift roster.
Oversee environments of a Data Center by supervising systems and also identify, log, and report issues.
Coordinate with other support personnel to guarantee that uptime is maximized so that the data center can provide quality services.
Conduct evaluations to identify and tackle ineffective power and cooling systems.
Carry out procedures needed to maintain data, transactions, and reports from systems, support administrators and end users, maintain work registers, and documentation of processes, perform user administration tasks, such as performing data backups and restores, and monitoring activity and access of the Data Center and its operations section to ensure that there is compliance of security policies.
Monitor and document banks current workloads and provide the information to Customer for banks use in determining future capacity requirements.
Notify Customer when any in scope Server resource reaches the mutually agreed critical usage levels and that additional capacity is required to perform the Services in accordance with the Service Levels.
Perform production batch job set-up and scheduling tasks.
Report on the status of batch jobs upon request.
Recycle, start and stop devices and processes.
Resolve batch scheduling conflicts.
Exhibit batch jobs, as requested by Customer, which require expedited execution, subject to applicable Service Levels attainment relief.
Conduct regularly scheduled backup and recovery processes as specified in the Process Interface Manual and as prioritized by Customer (for example, data set restore), so as to avoid impacting scheduled operations.
Monitor scheduled backups.
Perform job restart, as necessary, in accordance with resolution and restart procedures.
Monitor scheduler related incidents and develop and recommend changes to the scheduler database.
Document, maintain and, as appropriate, update and execute mutually approved backup and recovery procedures.
Provide standard capacity reports.
Determine the severity classification of the incident and executing the incident/problem management process accordingly.
Determine the scope of the incident.
Assign the appropriate technical support representatives (other levels of support, across platforms as required).
Monitor availability of in-scope devices.
Monitor performance and capacity thresholds.
Monitor Hardware and environmental parameters of devices.
Manage end to end event management process.
Notify and update Service Desk about major incidents.
Provide scripted Level 1 support of out-of-scope applications software for which Customer provides scripts and training.
Redirect Calls requiring Level 2 and Level 3 support to Supplier or the appropriate Customer application support group for problems and questions relating to the Applications Software.
Provide support to end users during non-business hours.
Record incident resolutions in the Service Desk tool.
Provide investigation, diagnosis, resolution and recovery for end user hardware/software problems. When unable to resolve, escalate to hardware/application vendors in accordance with Service desk escalation processes.
Support and troubleshoot XP, Windows 7, Windows 8, MAC and Microsoft Office (All Versions) and any other authorized desktop applications.
Provide support to VIP s during non-business hours.
Assist in Asset inventory capture, Asset tracking, and inventory management.
Ensures that all activities comply with relevant ITIL Service Management and Project Lifecycle controls.
Basic Knowledge on IBM AS400 is a must.
Experience in Banking or Financial institution is preferred.
Possess working operational knowledge on monitoring tools such as SolarWinds, vRealize, Oracle Cloud Manager, SCOM, ServiceNow etc.
Possess Working operational knowledge on data Backup/Restore operations and tape management.
IT Excellent technical knowledge of PCs and Desktop hardware.
Basic knowledge on Servers, Storage and Network Infrastructure.
Troubleshoot Software and Hardware.
Experience in Windows 7/8, Windows 2000/2003/2008.
Working knowledge of SCCM, AD, Exchange 2007/2010/2013 and remote control tools.
Knowledge of ITIL Service Operations and Service Management principles.
- Data Center
- Microsoft Exchange
- IBM AS/400
Excellent written and verbal communication skills (Arabic preferred).
Ability to communicate well with internal and external contacts.
Able to operate effectively independently or in a team environment with both technical and non- technical team members.
Able to operate within customer standard operating procedures.
Strong interpersonal skills, ability to communicate well with customer groups, participate in meetings/discussions, drive ideas and influence third party providers
Demonstrated experience working in ITIL environment
Graduate in Computer Science (Preferred)
Graduate in Science with a Diploma or Certification in IT
ITIL Foundation Certification (Preferred)
Microsoft Certification, Ideally MCP or MCSE
Network Certification (CCNA / Network+)
-- Omani National required --