Infrastructure Operations Centre Engineer

Role
Requirement

• Work experience
  in IT Operations Centre (Mid to enterprise size environments).
  
• Advanced
  knowledge with monitoring tools (SCOM & Solarwinds).
  
• Proficient in
  identifying, diagnosing, and resolving network and server issues.
  
• Experience with
  ticketing systems (ServiceNow) to track and prioritise incidents.
  
• Proficient in
  handling high-priority incidents (P1 and P2).
  
• Expert knowledge
  with remote management and support protocols for data center operation.
  
• Strong Knowledge
  in troubleshooting and maintaining Windows Server 2016, 2019 and 2021.
  
• Proficiency in
  managing and patching Hyper-V hosts and Virtual Machines.
  
• Experience in
  implementing security patches and updates to protect systems from
  potential threats.
  
• Commitment to
  continuous learning and improvement in NOC operations.
  
• The candidate
  should have a Continual Service Improvement (CSI) mindset.
  
• Strong
  analytical and problem-solving abilities.
  
• Excellent
  collaboration skills, with the ability to work effectively with SME teams.
  
• Strong in
  writing clear and concise professional business emails.
  
• Thorough
  understanding of the ITIL-V4 framework.
  
• Ability to stay
  calm under high pressure situations.
  
• Willingness to
  work in shifts, including nights, weekends, and holidays due to business
  requirements.
  

Roles and
Responsibilities

• Expertise in
  using monitoring tools (SCOM & Solarwinds) to oversee server and
  network performance.
  
• Delivering Level
  2 support for server and network-related issues.
  
• Take ownership
  of critical incidents, ensuring timely and effective resolution.
  
• Participate in
  Major Incident Management (MIM) calls as and when required.
  
• Analyze and
  prioritize alerts based on severity and impact.
  
• Work closely
  with Subject Matter Experts (SMEs) from various IT teams to resolve
  complex issues.
  
• Server
  management and support for Hyper-V & VM-Ware, which includes server
  checkpoint creation and deletion, addition of RAM and CPU, and the
  integration of new data drives.
  
• Join
  collaborative calls with other engineering teams to support and facilitate
  network and firewall changes.
  
• Work with
  vendors for timely replacement of server hardware components.
  
• Identify and
  resolve common OS problems, escalating complex issues to higher-level
  support when required.
  
• Monitor and
  manage the health of the physical server estate.
  
• Level 1 support
  for cloud platforms (Azure & AWS), including software troubleshooting
  and installation.
  
• Participate in
  scheduled maintenance activities and provide support during planned
  outages.
  
• Escalation for
  critical issues through the On-call Process.
  
• Communicate
  effectively with internal teams and external vendors to resolve issues.
  
• Perform patching
  for Hyper-V hosts on physical servers and manage the migration of virtual
  machines (VMs) from the host.
  
• Create baselines
  following the release of Microsoft patches to ensure systems are
  up-to-date and secure.
  
• Conduct patching
  of management hosts with minimal downtime, particularly focusing on System
  Center Virtual Machine Manager (SCVMM).
  

Tools and Technology

• System Center
  Operations Manager (SCOM)
  
• SolarWinds
  
• CyberArk
  
• BT Portal
  
• Diamond IP
  
• F5 Portals
  
• StruxureWare
  
• SAP Data
  Services Management Console
  
• VMware vSphere
  
• Hyper-V SCVMM
  
• ServiceNow &
  Global ServiceNow
  
• OnSolve
  
• ILO Amplifier
  
• Storage tools
  (NetApp OnTap System Manager, On-command unified manager, Connected Backup
  & Veritas NetBackup)
  
• Microsoft
  Identity Management tool (MIM)
  
• PuTTY
  
• Data Centre
  access management portal
  

Qualifications

• Bachelor’s
  degree in computer science, Information Technology, Network Engineering,
  or a related field.
  
• 3-5 years of
  experience in a Network Operations Center or a similar technical support
  role
  

Technical Certifications (Must have)

• ITIL V3 or V4
  Foundation
  
• CompTIA Network+
  
• Cisco Certified
  Network Associate (CCNA)
  
• Certified in
  core technologies such as Microsoft e.g. MCSA
  

Technical Certifications (Good to have)

• Microsoft
  Certified Systems Engineer (Hyper -V)
  
• AZ 900 – Azure
  Fundamentals
  
• AI 900 – Azure
  AI fundamentals
  
• Knowledge on
  ServiceNow