L1 SMC Production Support -24 x 7
L1 SMC Production Support -24 x 7
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Job Description
Title: 24 x 7 L1 SMC Production Support
Reports to:SMC Shift Leader
Job Description: L1 SMC Production Support is responsible for the monitoring of production infrastructure and applications including server network storage backup database and applications scheduling job L1 incident diagnosis delivered on a full remote basis running on 12hour shifts with the team covering 24by7.
Responsibilities:
- Perform L1 smc monitoring for System (Linux/Windows/Weblogic/Database/Storage/Network) or Applications production servers.
- Perform first level troubleshooting for the required System or Applications to ensure the incident is resolved.
- Resolve/Close the Incident ticket by updating the relevant information upon successful troubleshooting.
- Assign Incident Ticket to L2/L3/L4 relevant support when Level 1 troubleshooting is failed.
- Assist or participate in any activities that been assigned by Shift Leader.
- Assist Change Manager to perform simple change execution on the change ticket
- Perform batch scheduling monitoring update rerun and report
- Perform backup monitoring update rerun and report
- Perform daily health check across all Monitoring tools and report to Tools Administrator for any issues.
- Prepare daily weekly monthly adhoc report for management review.
- Willing to work on shift rotations and standby.
Requirements:
- Diploma/ Degree holder in Computer Engineering/Information Technology or related disciplines.
- 23 years of experience in IT Field.
- Experience in tools used for System and Application monitoring (e.g. Sitescope Whatsup Gold Solarwinds ScienceLogic Helix/ServiceNow ITSM Quest Foglight Dynatrace NagiosXI BMC Patrol (True Sight) and IBM BigFix) will be an added advantage.
- Experience in backup system (veeam veritas vmware etc) will be added advantage
- Experience in System (Linux/Windows/Weblogic/Database/Storage/Network) will be an added advantage.
- Experience in ControlM for batch scheduling or any equivalent tool on batch scheduling monitoring of jobs will be an added advantage
- Good understanding and with passion to learn broad knowledge on IT infrastructure management network operation systems and databases.
- Good problemsolving skills background analytics a team attitude and focus on excellent customer service/support.
- Driven and able to multitask strong time management skills and strong team player.
- Required Language(s): English Cantonese Mandarin
Employment Type
Full Time
Company Industry
Advertising Services / Business Consulting and Services / Air /
