Operation Support Analyst

The purpose of the Operations Support Analyst’s role is to provide day-to-day operational support to the B2BE Global Systems and Network and B2Be Global Offices ICT to ensure internal and external SLA of 99.9% system availability are achieved.

Further to this the Operations Support Analysts will pro-actively monitor and support the B2BE global communication networks, production servers and global business applications, facilitate system health checks, provide analysis to enhance and improve performance and maintain the B2BE change management processes. 

OBJECTIVE OF ROLE:

• Ensure all Service Level Agreements with customers (internal and external) are met and maintained to ensure 99.9% system availability. 
• Provide regular feedback to the Operations Support Team leader regarding the change management and incident management processes and proactively recommend measures and solutions to eliminate the re-occurrence of problems and issues across the B2BE network and systems environment.
• Develop and maintain proper documentation for GPSSS Operations Support Knowledge Base and Knowledge Tree.
• Manage the change management requirements within the B2BE system environment and challenge the requirement if doubt.

RESPONSIBILITIES include but are not limited to:

• Performing day to day system monitoring, incidents management, systems reporting and issues escalation.
• Evaluating information relating to issues generated from systems alerting or escalation from other support teams. Analyse and resolve the issues and where resolution is not possible escalate to higher tier support teams.
• Ensuring all Service Level Agreements with customers (internal and external) are met and maintained to ensure 99.8% system availability.
• Installing and configuring B2Be propriety software for customer’s connectivity as per internal change requests.
• Manage customer notifications regarding any service interruptions and provide regular updates until the services resumption as per SLA’s.
• Assisting the Operations Support Team Leader to provide first level support on 
  • Infrastructure servers: AD, Web, DNS, FTP, MySQL, Secure FTP, SSH, etc.;
  • Regularly setup, manage and enhance system monitoring tools.