SLA ManagementProvide necessary support in the delivery of committed customer services as stipulated in the customer contract agreementContribute in ensuring smooth operation and efficient performance of the Data Center Infrastructure achieving 99.5% Uptime and excellent quality of voice servicesManage and achieve KPIs, Metrics, quality standard, and other objectives as requiredDeliver high quality service and achieve near zero defectsRespond and manage assigned tickets in accordance with committed customer service levelMaintenance SupportConduct NOC-DCO support responsibilities in accordance with defined service objectives in compliance with documented policies and proceduresManage and support assigned Data Center Infrastructure support requirements such network, systems, monitoring, voice systems, telco lines, cabling, etc.Provide engineering support and guidance for assigned systems including production, research, test, and POC systemsProvide 24/7 on-call support as required in handling NOC-DCO support requirementManage assigned tasks such as installation, configuration, upgrades, and patching of hardware and softwareManage the proper execution and resolution of issues and tickets raised that needs immediate and 'expert' attention in a timely mannerProvide support and assistance to other teams as needed during development, POC, design, and emergency situationsSet support priorities, balancing response to support requests with the need to follow planned processes and proceduresRespond to emergency situations as needed for the purpose of resolving escalated technical concerns in accordance with agreed customer SLAManage support escalation and coordinating with NOC-DCO process and procedures in a timely mannerInnovationConduct research and development in DataOne related systems and services as requiredResearches trends, products, equipment, developments, etc. for the purpose of recommending purchases, process improvement, enhancements, and/or deploying new productsContribute in developing new product and enhancements of existing DataOne Systems and products to meet customer requirements and improve DataOne industry competitivenessAsset Management & InventoryContribute in managing the inventory of DataOne assets such networking and systems infrastructure assetsContribute in managing NOC-DCO systems resources and assets for the purpose of delivering services in compliance with established guidelines and/or objectivesContribute in managing, conducting, and maintaining accurate NOC-DCO systems inventory assets including maintenance contract, renewal, and expiry as requiredSecurity & ComplianceResponsible for ensuring security and integrity of DataOne NOC-DCO systems such as network, systems, telecoms, and other related systems.Ensures Compliance to the requirements as defined in QMS/ Information Security Policy/PCIDSS/ISOComply with Security Team standards, alerts, warnings, notifications, and patches implementation in a strict, accurate, and urgent mannerDocumentation & ProcessesPrepare written materials (e.g. procedures, system level documentation, reports, memos, letters, etc.) for the purpose of documenting activities, reports, providing written reference, and/or conveying recommended equipment, supplies and materials for the purpose of acquiring required items and completing assigned Projects effectivelyComply with IT standard documented processes and DataOne documented policiesCustomer ManagementManage customer relationship and coordination in a professional mannerManage delivery of committed customer support in a timely mannerCommunicate and respond to customer calls and communications in accordance with mandated processes and proceduresReportsGenerate and provide reports and documentations as required by the ManagementTraining/CommunicationsConduct technical trainings to other Engineers to facilitate knowledge transferAttend required technical trainings and certifications as required to fully fulfilling job deliverablesPrepare and conduct technical presentations catered to different levels of the organizationDegree holder in Engineering and or Information Technology1+ years of hands on experience in handling complex network and Voice environmentsWorking Knowledge on networking equipment such as Cisco, and technologies such, BGP Routing, MPLS, VPN, Leased Line, ISDN, etc.Knowledge in working with Server OS, Windows or Linux OSCCNA, CCNP Routing or VMWare certification preferredWorking knowledge in computers, networks, monitoring, etc. is an advantageFamiliar with Back up and DR SolutionsKnowledge of the following: Security, Network Infrastructure, Structured Cabling, Project ManagementExperience in vendor, customer, and telco managementStrong troubleshooting and analytic skillsISO 9001, ISO 27001, PCIDSS, and ITIL knowledge will be an advantageCapable of preparing and conducting technical presentations catered to different levels of the organizationExcellent in oral and written English communication skills
