Job Description

Context: - The primary focus is to ensure timely resolution of incidents brought to Level 2 and apply approved changes where applicable. As the specialist within the Command Center, you will also be Context: - The primary focus is to ensure timely resolution of incidents brought to Level 2 and apply approved changes where applicable. As the specialist within the Command Center, you will also be accountable for driving resolution of major incidents during crisis mode. - Our client being a Global Service, there might be a requirement to work irregular hours, due to the nature of our service, support and project work. - Provide 12 hour support according to roster. - Will require to work shifts (include weekends and public holiday). : - Contribute to IT projects for Antaes clients - Provide Service Operations support to internal and external customers in accordance with the terms of the customer contract and Service Level Agreements (SLAs) - Ensure the correct functioning and maintenance of all internal and external systems and products serviced by Service Operations - When required act as the customer SPOC and co-ordinate the scheduling of intervention with Customer's internal resolver groups and the Service Desk ensuring the highest level of customer services and communications are maintained to resolve the fault and incident within the prescribed SLA. - Carry out incident, change, and problem management support to the highest standards and co-ordinate the resolution with the appropriate resolver groups - Ensure shortest restoral times possible initiating the timely escalations to specialized resolver groups inside and outside client according to the customer contracts SLAs and monitoring requirements - To ensure the Service Operations team adheres to the highest working standards for all incidents and problems by providing guidance support and direct management. - Proactively detect problems related to service and infrastructure operations and delivery services conduct diagnostics and provide service request ownership to ensure resolution of customer problems - Adhere to installation guidelines and industry best practices in order to deliver quality service and infrastructure operations - Use the appropriate tools and equipment to perform the installation intervention and repairs in accordance with Service Operations and Delivery guidelines and instructions where provided - Report and escalate to the next level those problems which cannot be fixed - Carry out preventive and proactive maintenance of equipment and monitoring of systems and services in accordance with agreed schedules and customer expectations - Perform Change Management Configurations Design and Implementation of the supported Product & Systems - Manage local suppliers in the provision of services for the client Service Operations centres and report on services provided to management. - Conducts the analysis definition documentation and testing of application & systems enhancements - Continuously identify and document lessons learnt known errors and operational knowledge for improved services - When/where required be contactable for escalations and support on and on-call standby basis - When/where required perform assigned tasks on 12 x 7 shifts basis. - Contribute to the promotion of Antaes services on top of assistance provided to clients Job Requirements: - Degree or equivalent Diploma / Certificate in Computer Science, Electronic Engineering or equivalent Telecommunications in-country qualification. - Experience in UNIX / LINUX system administration - Experience in Application Support - Competency in server administration and management, including SAN storage and all server components - Competency in administering Virtual Machines in a virtualized VMWare ESX environment - Knowledge in Network Communication, LAN and WAN - Recognized industry certifications such as RHSCA, IBM AIX Advanced, Oracle - ITIL Foundation Certificate - Knowledge of ATI Operations would be a strong benefit. - Excellent communication and presentation skills - Excellent interpersonal relationship skills - Ability to work within a diverse and multi-cultural team - Willing to work in irregular hours, on-call when required - Ability to work under pressure during major incidents and high impact cases - Strong self-management and adaptability - Excellent analytical skill