ACCOUNTABILITIES
- Handle all IT Services day-to-day operations including systems start of day, systems end of day, Regulatory/MIS/Operational reports generation, etc.…
- Handle all IT Services day-to-day monitoring and response operations
- Provides detailed status reports and provide metrics to measure performance for both IT Services and team.
- Provide the required support level for 1st support team “IT Helpdesk”
- Identification and resolution of technical problems and malfunctions as a 2nd level of support, and if needed escalate it for 3rd Level of support.
- Produce pre-defined analytical reports for IT Infrastructure availability, performance, utilization, etc.…
- Perform backup operations and monitoring process.
- Perform regular checks for event logs of production systems.
- Perform pre-defined checks according to schedule.
- Analyzes IT Services performance and recommends adjustments to a wide variety of complex systems management functions with responsibility for overall performance, capacity, and availability
- Ensure and follow SLA rolls for all monitoring.
- Provide guidance, support, and help to junior IT Operators.
- Perform IT Infrastructure operating systems updates, security updates, Anti-virus, etc.…
- Vendors Management/Handling according to the escalation levels.
- Handling all ATMs issues/Monitoring the performance after working hours to ensure maximum availability for those machines.
- Monitor network 24/7 and take required action with service provider and handle internally with the concerned team.
- Monitor all Applications & infrastructure “performance, availability, S.W & H.W Etc.”
Education
- Bachelor’s Degree in relevant discipline
- Knowledge:
- ITIL / ISO 20K Certification is desired
- Virtualization “Citrix, Hyper-V, VMware”
- Operating Systems
- CCNA, MCITP
Experience
- at least 4 years of IT Experience.
- Experience analyzing information and driving resolution. .
- Experience interpreting and supporting IT and Business Processes.