Job Description
KEY RESPONSIBILITIES
Handle complex incident management
Monitor and manage day-to-day service operations to ensure the smooth functioning of systems and processes
Coordinate with internal teams and external vendors to manage service requests, incidents, problems and ensure adherence to SLAs
Analyze operational data to identify trends, bottlenecks, and areas for improvement in service processes
Develop and maintain operational procedures to enhance efficiency and minimize service disruptions
Collaborate with technical teams to address product-related service issues and recommend improvements
Conduct root cause analysis for recurring incidents and work with problem management or expert service improvement on findings root cause to implement solutions
Ensure documentation is up to date for all operational processes, incidents, and service management workflows
Proactively identify opportunities for automation and process optimization to reduce manual intervention and increase operational efficiency
Require working in rotating duty shift to support customers 24*7.
Deploy Changes as and when needed or based on business requirement
EXPERIENCE
Minimum 3-5 years’ experience in the network (LAN, Wireless,WAN &SDWAN), and/or application/system support domain. Must have dealt directly with external customers delivering to SLAs.
Operating System: RHEL 7/8, RHEL HA, Windows Data center 2019/2022 with clustering
Virtualization: ESXi, VMWare vsphere 8, VMware vCentre, VMware SRM Standard
MQ: MQ v9, MQ IPT, MQ Clustering, IBM License Manager
Monitoring tools: Dynatrace
Other Technologies: Docker, Kurbernetes, Ansible, Forgerock, Elasics/Kibana
Scripting knowledge – Python, Shell, Perl
Minimum 2 – 3 years experience in ACM domain, where applicable.
Airline experience and/or ATI know-how
EDUCATION & QUALIFICATIONS
Educational Background
Degree or equivalent in Computer Science
Qualifications
Electronic Engineering or equivalent Telecommunications in-country degree qualification
Recognized industry certifications such as RHCSA/RHCE, CKA, VCP, Scripting certification (Terraform/Ansible).
ITIL v4 Foundation Certificate
