The Operations Engineer is a vital role at Prodapt. This role will require a candidate who is able to work in a 24/7 rotational shift with flexibility timings and must have good ITIL understanding on ticket prioritizing based on impact/urgency.
Responsibilities
Respond to reported service incidents/requests and initiate the incident management process
Keep users informed about their incidents' status at agreed intervals
Verify resolution with users and resolve incidents in ITSM tool
Log all incidents/service requests and their resolution to identify recurring issues
Perform daily triage of incidents
Configure threshold value alerting, triggers, and remediation
Monitor network utilization and system health checks
Maintain and update reports and correspondence related to the work
Prioritize incidents according to their urgency and impact on the business
Investigate and diagnose incidents to restore failed IT services as quickly as possible
Perform advanced troubleshooting and update knowledge base articles with solutions implemented
Recognize problems, develop recommendations and solutions, and oversee correction within the assigned specialty
Validate Service Level Agreements (SLAs) for supportability and ensure performance against SLAs
Escalate incidents at risk of breaching SLAs to the responsible teams
Support change management efforts as directed by senior team members and change specialists
Scale up to demonstrate flexibility in handling business criticality and handling spikes
Propose automation opportunities for repetitive tasks to improve change management process
Conduct Root Cause Analysis (RCA) post restoration of service
Coordinate with vendors to resolve hardware and software incidents and follow-up until service is restored and ticket closure
Learn and comply with validation requirements, standard-operating procedures (SOPs), project quality model (PQM), and change control maintenance for product life cycle
Participate in the design and implementation process of solutions in the field of IT infrastructure architecture, automation, and Disaster Recovery/High Availability for Data centers
Build relationships with stakeholders and understand how to meet their IT requirements while adhering to Prodapt's best practices
Serve as a technical expert within the area of assignment, providing guidance and direction to other professional staff and resolving complex problems
Participate in developing strategic plans for systems/applications development and modification within the area of expertise
Provide technical/strategic direction and act as an advisor/coach to lower-level analysts and operation team members.
Requirements
A bachelor’s degree in information technology, Computer Science, Engineering, or a related IT field.
Programming skills in any 4GL or a functional programming language e.g. SQL;
Proficiency in UNIX/Linux would be an added advantage.
ITIL certification added advantage.
1- 2 years of work experience in a client server environment.(Preferably Linux/Unix)
1 years DBA and/or Application Support experience;
1-2 years Work experience Expertise in mobile money systems, integrations, or financial systems.
Knowledge in Logical and physical data modeling, relational databases i.e Oracle, MySQL Added advantage.
Experience working with teams with diverse cultural backgrounds an added advantage;
Team Player, Proactive, confident, energetic with the ability to work under pressure, to meet tight schedules/deadlines and monitor and follow up on all actions taken;