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 Details
| Date Posted: | 2016-06-13 |
| Job Location: | Al Jahra, Kuwait |
| Job Role: | Technology/IT |
| Company Industry: | Distributions and Logistics |
Preferred Candidate
| Career Level: | Mid Career |
| Degree: | Bachelor's degree |
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