Job Summary

Responsible for monitoring and providing 1st level support 24/7 for the vast infrastructure of wireless, IP telephones, data network, e-mail services and application servers. Ensuring compliance to Information Security Policy, and reporting of infrastructure and security incidents.

Duties & Responsibilities

Provide level 1 Support in a 24/7 operations, shift-based global datacenter

Monitor Agility’s global network, voice quality, and signaling and server status alarms

Ensure proper monitoring of servers, SBCs, load balancers, storage, IP routers and switches, and IP circuits

Ensure the availability and smooth functioning of all monitoring tools

Send notification of Service Degradation/Service Outage to business and follow up through resolution

Track escalations with the vendors and ensure that all records are updated regularly

Be the primary point of contact for all incoming trouble reports, service requests and customer communication for any service-related issues

Trouble shoot network and software problems, including making test calls, logging into devices, querying devices, finding information, and generating reports, per defined procedures

Record details of all events in the SCSM System from detection to resolution

Submit shift duty handover report at the end of each shift

Follow procedures for urgent requests, including use of all available communication methods

Follow up on all requests and update them in orderly manner

Ensure SLA compliance

Maintain the Asset Register of all servers, filers and network devices owned by GIL- IT Center

Work closely with management and peers to keep them informed of service status, ongoing issues

Monitor Global DC’s and report findings with management of air-conditioning, UPS, generators, power usage, running health and safety and keeping checks at Global DC’s and ensure to device availability, and uninterrupted operation of all communications services for Global DC’s

Manage and maintain/Use Global Monitoring (software/Tools) consoles and heads up display screen of alarms to detect error/events/incidents in communications software or hardware to meet SLA with business and Opens and maintains incident tickets on active problems

Job Requirements

Minimum 3 years’ experience in related field

In-depth knowledge of and experience working with SBCs, load balancers, storage, IP routers and switches, and IP circuits

Must be good at correlating information

Willingness to work in rotating shifts (24/7 global datacenter operation)

Strong verbal and written English skills

Bachelor Degree in Computer Science or an equivalent

MCITP Server Administrator OR MCSA Server Infrastructure; MCSA Private Cloud; CISCO Certified (CCNA); MCP SCOM; Network Management Certification from Solar Winds; ITIL Certified

Source : Kuwaitjobs