Job Description
Job Purpose
Monitoring and Incident Management (fix, Notification and Escalation) of the Production Environment
- Monitoring of Systems and Applications within ICE Data Services production environment.
- Diagnose and fix (based on run-book and knowledge) Incidents raised through Monitoring Tools, Production Conference Bridges and chats.
- Work with, and escalate to, other internal and external teams to implement Incident fixes, work-around and data recovery.
- Open, and update production Incident tickets according to company standards.
Problem Management
- Investigate and update incident tickets with root cause and incident description, ensuring appropriate corrective actions follow-up tickets are assigned.
- Management incident tickets through to closure, ensuring incident details are complete and accurate, and all corrective actions have been completed.
System and Application Production Readiness
- Work with other internal and external teams to expand and maintain operational run-books and other documentation.
- Application and infrastructure availability checks and tasks at scheduled times.
- Configuration of Monitoring Tools and alarms.
Deployment Management
- Production deployments
- Approve and execute production deployment tasks.
Miscellaneous
- Participate in disaster recovery, business continuity and workplace recovery events (practice and real life).
- Participate in continuous improvement programs, such as trend analysis of recurring issues.
- Provide and report on performance metrics of the environment.
- Follow the Handover process documented to bring the next shift up to speed and highlight priority items or issues.
Responsibilities
- Monitoring of systems and applications within the ICE Data services business.
- Analyze and resolve the incidents within a stipulated timeline.
- Perform deployments during the regular maintenance windows.
- Closely work with Development & QA teams on root cause tasks.
Knowledge And Experience
- IT based University degree 0-3 years experience within IT systems support and/or operational support of applications, databases within both Windows and Linux/Unix OS environments.
- Proficiency in Bash (Linux scripting) and working knowledge of a broad range of Linux and Windows core utilities/applications,
- Working knowledge of networking: specifically TCP and UDP
- Willingness to work shifts as the company requires and to be contacted after hours to help resolve issues where required. Candidates must be able to work unsocial hours and days, including weekends and bank holidays.
- Strong skills in the following areas
- Business English verbal and written communications skills
- High level of general IT skills with email and MS Office Applications
- Logical approach, critical thinking, and analytical problem-solving skills with an ability to identify the root cause(s) of a problem.
- Works as a team player - able to interface / liaison effectively with a variety of different kinds of IT and non IT contributors and personalities across the organization.
- Maintains effective relationships with individuals and the team as a whole.
- Able to build team morale and motivates individual members of the team effectively by recognizing their contribution.
- Shares own knowledge and encourage team members to share their knowledge.
- Identifies opportunities to encourage positive changes within operations.
- Achieve a high level of performance from self and team.
- Ability to be organized and decisive while under pressure, when managing urgent and critical production issues as and when they occur.
- Excellent time management skills - A structured and organized approach to their work and knows how to manage priorities and able to multi-task.
- Self-confident and assertive.
Schedule
This role offers work from home flexibility of one day per week.
