• Provide timely response to all incidents, outages and performance alerts. Categorize issues for escalation to appropriate technical teams;
  • Recognize, identify and prioritize incidents in accordance with business requirements, organizational policies and operational impact;
  • Collect and review performance reports for various systems, and report trends of different counters (e.g. Server, Application, Network, etc.) to assist senior technical personnel to predict future issues or outages;
  • Monitor a wide variety of information and network systems that include, but are not limited to IT circuits, LAN/WAN systems, routers, switches, firewalls, VoIP systems, servers, storage, backup, operating systems and core applications;
  • Document all actions in accordance with standard company policies and procedures;
  • Notify third-party service providers of issues, outages and remediation status;
  • Work with internal and external technical and service teams to create and/or update knowledge base articles;
  • Perform basic systems testing and operational tasks (network connectivity testing, script execution, etc.); 
  • Support multiple technical teams in 24 x 5 environment operational environments with high up-time requirements. Varied shift schedules may include day, evening or overnight hours;
  • DevOps CI/CD pipelines management.

Required Qualifications:

  • Bachelor’s Degree in Computer Science, Engineering or equivalent;
  • At least 3 years of experience supporting an enterprise network;
  • Knowledge and hands on experience in Windows and Linux Servers;
  • Knowledge of Linux shell scripting is a plus;
  • Experience using Microsoft Windows 2012 R2 in a medium environment; 
  • Familiar with DevOps tools e.g. Jenkins, GitLab, Docker, etc;
  • Experience using NOC tools; 
  • Natural aptitude for dealing with people;
  • Excellent verbal, written, and interpersonal skills;
  • Ability to quickly assess and address problems, escalating as necessary;
  • Strong analytical and reasoning skills;
  • Detail oriented and capable of working on multiple problems simultaneously; 
  • Must be willing and able to work non-standard work shifts, including evenings, overnight, holidays, and weekends;
  • Excellent English communication skills, both written and spoken;
  • Ability to work in a team.