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 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's office, according to the customer contracts, SLAs and monitoring requirements
Manage the replacement of faulty equipment through the use of spares, and ensuring the timely replenishment the spare according to prescribed availability and sparing policy.
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
Support the senior team members in the management, reporting, and co-ordination of day-day tasks
Adhere to installation guidelines and industry best practices 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 were 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's operations centres and report on services provided to management.
Conducts the analysis, definition, documentation and testing of application & systems enhancements
To provide onsite support to Users during the cutover of the services
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 during out of office hours.
Contribute to the promotion of Antaes services on top of assistance provided to clients
Job Requirements:
Diploma/Bachelor Degree in Computer Science, Electronic Engineering or equivalent
3 years experience with :
- Operating System: RHEL 6/7, RHEL HA ,Windows Data center 2016 with clustering
- Hardware: HP DL360 Gen 9, DELL R430XD, DELL R730XD / equivalent
