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Operational System Administrator
2 weeks ago
This role is an opportunity to work with a global platform for the business community, fostering inclusivity and diversity. As a system administrator, you will be responsible for ensuring the smooth operation of systems, identifying and resolving issues in a timely manner, and providing excellent customer service.
Job Responsibilities:- Monitor Systems: Continuously monitor system performance and capacity using various tools, identifying hardware, software, and infrastructure alerts or malfunctions.
- Troubleshoot Problems: Collaborate with internal technical teams, third-party vendors, customers, or other IT teams to troubleshoot problems, following standard operating procedures when necessary.
- Track all Issues: Carefully track and document all issues and resolutions in detail, increasing the knowledge base of the team and recording the health of the system.
- Report Incidents: Escalate issues to management, technical teams, IT resources, or 3rd party vendors for assistance in reaching a resolution, maintaining ongoing communication within the team and externally to keep stakeholders aware of relevant, known issues and steps being taken.
- Participate in Continuous Improvement Projects: Engage in projects aimed at enhancing NOC operations, including process optimization, tool evaluation, and implementation of best practices to improve incident response and overall service delivery.
- Incident Management Experience: With 2-5 years of experience in managing incidents, alerts, team mailboxes, and monitoring dashboards.
- Technical Skills: Understanding of applications, systems & monitoring tools like PagerDuty, Alertsite, and Grafana; hands-on experience on ticket tools ServiceNow and Jira.
- Soft Skills: Excellent time management and organizational skills, ability to handle multiple concurrent tasks with minimal supervision; solid understanding of Incident Management principles, including familiarity with ITIL practices, service level agreements (SLAs), and incident response protocols.
- Communication Skills: Excellent oral and written communication skills, ability to address conflict with others constructively; hands-on experience in end-to-end communications for initial, update & resolved business notifications to stakeholders, modifying/updating KB articles.
- Additional Requirements: Ability to work in a flexible schedule 24*7, previous customer service or helpdesk experience; highly motivated individual, self-starter, and quick learner.
Automation and Efficiency: The ideal candidate will have a strong understanding of automation within incident and service request management, as well as the ability to efficiently manage incidents and implement effective reporting using various tools.
