Job Openings XTN-5E1D644 | IT SUPPORT SPECIALIST

About the job XTN-5E1D644 | IT SUPPORT SPECIALIST

RESPONSIBILITIES:
  • Analyze incident trends.
  • Identify root causes of incidents and make recommendations. 
  • Implement corrective actions via change control.
  • Be proactive to anticipate issues or situations that impact service quality.
  • Ensure that all effort has been made to identify root cause before engaging the DLs.
  • Provide input to PAR process as required.
  • Assess impact, benefit and risk of changes.
  • Manage and co-ordinate change implementation.
  • Review and close change requests.
  • Work to agreed SLA and OLA targets.
  • Follow documented elevation and escalation processes (refer Standard Incident Management document).
  • Utilize case mastering to actively prevent SLA misses.
  • Be part of Escalation as the 'escalation engineer' as per Critical Incident Management Processes.
  • Inform Delivery Lead/Manager of any and all current escalations.
QUALIFICATIONS:
  • Candidate must possess at least a Bachelor's/College Degree , Post Graduate Diploma / Master's Degree, Professional License (Passed Board/Bar/Professional License Exam), Post Graduate Diploma / Master's Degree, Computer Science/Information Technology or equivalent.
  • Formal IT qualification (CISSP, ITIL/ITSM, PMP, Project Mgmt., ISO, Unix Advanced Certifications) is a must.
  • At least 5-6 years of experience within IT Operations, infrastructure services support (such as Systems and Network management, Project management/Project work/implementation, Process Management & multi-site/multi-country operations management, excellent communication skills), operations and end user support.
  • At least 3-4 years of technical knowledge of the applicable platform that you will be responsible for: Unix/Linux/VMS technologies (e.g., HP-UX, Sun Solaris, AXI, RH/Suse Linux, OpenVMS, Oracle Linux, etc).
  • Great working knowledge in technologies such as Web Services, ERP – SAP, PeopleSoft, DBA - SQL, Oracle DB, Network management and HP Open View Products).
  • Good understanding of ITSM\ITIL processes Significant working experience in Security Management (with exposure/knowledge of SOX or ISO).
  • Good working experience in Project Implementation/Management with solid track record in areas such as transition/transformation & process improvement projects.
  • Must be able to demonstrate troubleshooting and problem-solving skills.
  • Excellent understanding of ITSM/ITIL processes.
  • Willing to work from 7AM - 4:30PM.
  • Can start ASAP.
TECHNICAL COMPETENCIES:
  • Performance tuning and deep level problem solving
  • Configure and manage cluster environments
  • Develop thorough understanding of a number of Wintel related technologies e.g., AD, Citrix, VMware
  • Ability to configure system resources for optimum server efficiencies
  • Broad knowledge of storage and storage connection methods
  • Assist customers to mitigate risks to data storage
  • Design and implement backup solutions and provide recommendations to enhance backup/restore strategies
  • Formulate DR procedures in a customer environment and carry out server restoration from data backups
  • Assessment, recommendations and standard development
  • Interpret what is important and what is superfluous
  • Able to work on template changes
  • Advanced troubleshooting of network related issues
 

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