- Deliver Service Operations support to both internal and external customers in alignment with contractual terms and established Service Level Agreements (SLAs).
- Maintain and ensure the optimal performance of all systems and products managed by the Service Operations team.
- Serve as the single point of contact (SPOC) for customers when required, coordinating with internal resolver teams, the Service Desk, and customers to ensure timely intervention and high-quality service resolution within defined SLAs.
- Provide top-tier incident and problem management support, coordinating resolutions with the appropriate technical teams.
- Minimize service restoration times by escalating issues to specialized resolver groups both within and outside the organization, in accordance with SLA and monitoring policies.
- Oversee the replacement of faulty equipment, ensuring the availability and timely replenishment of spare parts as per the defined sparing policy.
- Uphold the highest operational standards across the team by offering 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 to ensure 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 appropriate tools and equipment to perform installations, interventions, and repairs in line with operational guidelines.
- Escalate 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 to the Service Operations centers, and report on vendor performance to management.
- Analyze, define, document, and test system and application enhancements.
- Provide on-site support to end-users during service cutovers.
- Continually identify, document, and share lessons learned, known errors, and operational insights to enhance service quality.
- Be available for escalations and support during off-hours and on-call standby as required.
Qualification:
- Diploma/Bachelor 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 IT 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.
Experience / Skills:
- Provided application support including routine health checks, service restarts, error log analysis, fault reporting, and issue replication in staging environments.
- Administered monitoring tools to ensure system performance and availability.
- Handled Incident, Problem, and Change Management processes across hardware and software platforms.
- Managed application release processes and performed preventive maintenance activities.
- Conducted root cause analysis to identify and resolve recurring issues.
- Utilized Java debugging skills and scripting languages such as PERL, BASH, and PYTHON for automation and troubleshooting.
- Supported and maintained network and security infrastructure in compliance with IT security policies.
- Upgraded network and security devices with stable firmware versions to ensure optimal performance and security.
- Administered and supported Storage and Backup environments following organizational standards.
- Performed regular health checks, error log investigations, production issue resolutions, fault reporting, and issue replication in non-production environments for storage and backup systems.
- Monitored and reported on storage and backup performance metrics as needed.
- Executed on-demand system backups and recoveries when required.
- Collaborated with third-party vendors for hardware issue resolutions, including component replacements.
- Participated in data center (DC) failover testing exercises.
- Demonstrated strong organizational skills with the ability to take full ownership of issues through to resolution.
To apply, please visit www.gmprecruit.com and search for Job Reference: L3XW6W3W
We regret that only shortlisted candidates will be notified.
GMP Technologies (S) Pte Ltd | EA License: 11C3793 | EA Personnel: Bautista Gia Grace De Guzman | Registration No: R23111973
