الوصف الوظيفي

الأدوار والمسؤوليات

Responsibilities:

Assist in providing Service Operations support to internal customers under supervision and in accordance with established guidelines

Support the functioning and maintenance of internal systems and products under guidance

When required act as the customer SPOC and co-ordinate the scheduling of intervention with Customer's internal resolver groups and the Service Desk ensuring the highest level of customer services and communications are maintained to resolve the fault and incident within the prescribed SLA

Assist in incident and problem management and support resolution efforts with resolver groups

Support timely escalation of issues to specialized resolver groups as per internal procedures

Follow established standards and procedures for incident and problem resolution

Assist in detecting and diagnosing service and infrastructure issues under supervision

Support installation and maintenance tasks using appropriate tools under guidance

Report unresolved issues to senior team members

Assist in preventive maintenance and monitoring of systems as per schedule

Support change management and configuration tasks under supervision

Coordinate with local suppliers under supervision and report service status

Assist in documentation and testing of application and system enhancements

Document known issues and contribute to knowledge base updates

Qualifications

EXPERIENCE

2-4 years of experience in Open Systems Infrastructure / System support domain

Must have dealt directly with Internal/external customers delivering to SLAs

Exposure to Virtualization concepts

Basic knowledge of Cloud & Virtualization concepts (IaaS / DaaS / PaaS / SaaS)

Knowledge & Skills:

Knowledge and understanding in one or several of the following domains:

Installation and configuration of end user applications and software

Ability to analyse and assist in resolving customer issues under supervision

Basic troubleshooting skills in Servers and Virtualization

Ability to collaborate with peers and support teams

Knowledge and ability to install configure and maintain operating systems including Windows / Linux / Unix

Basic troubleshooting skills for Cloud end user issues

Thorough understanding of ITIL processes

Well versed in IT, Network components and principles

Ability to troubleshoot LAN topologies based on TCP/IP

Basic understanding of Public Cloud platforms (AWS, Azure, Google Cloud)

Basic knowledge of Container orchestration (Docker, Kubernetes)

Exposure to CI/CD pipelines for Azure & AWS is a plus

Willingness to learn and handle customer issues with guidance

Ability to follow instructions and contribute to team tasks

Education & Qualifications

Bachelor’s degree in Computer Science, Electronics Engineering, Information Technology, or a related field

Entry-level certifications or coursework in relevant technologies such as MCSE, RHCSA, AWS, MS-Azure are preferred

ITIL Foundation Certificate is a plus

VMware/ virtualization certifications is a plus

اختصاصي / مهندس عمليات الخدمة
SITA

الأشخاص الذين يبحثون على وظائف اختصاصي / مهندس عمليات الخدمة الوظائف التي تم البحث عنها

اختصاصي / مهندس عمليات الخدمة SITA

الأشخاص الذين يبحثون على وظائف اختصاصي / مهندس عمليات الخدمة الوظائف التي تم البحث عنها

اختصاصي / مهندس عمليات الخدمة
SITA