Location: Miami, FL
Associate System Engineer
Summary of the Role
Support and ensure high system availability for the server complexes, components, and services under the responsibility of client, ensuring compliance with pertinent Service Level Agreements. Take ownership of and resolve incidents and problems encountered in a timely and efficient manner. Perform seamless change management with all necessary due diligence.
Main Responsibilities
Incident Management
Identification of Incidents
Restore service or component
Management escalation
Incident coordination
Recommendations for automation improvements
Identify and flag missing pre-requisites for such changes, following up with the Change Builders & Operations teams.
Perform incident recovery within stated time to recovery targets
Change and release management
Coordinate and ensure production changes are applied successfully and performed during agreed upon window
Ensure information required for change and implementation management is accurate and distributed to those tasked with the execution.
Liaise with appropriate teams to ensure the smooth and efficient handling of changes.
Perform change management with the necessary due diligence to prevent disruption of services for our customers within stated targets.
Other duties as assigned
Project Work
Problem Management tasks
Incident Reduction
Perform other duties as assigned to include dedicated project work, active follow up on Problem Management and ongoing Incident Reduction efforts within stated targets.
Requirements
Education
University degree (or equivalent) in Computer Science or related technical field.
ITIL certification
Relevant work experience
Minimum 1 year experience with at least two of the following
Excellent analytical ability, strong troubleshooting skills, understanding of how to isolate and diagnose application or system problems
Experience in running, supporting and managing high availability infrastructures (24/7/365 >99.999% up-time requirements)
Demonstrate self-initiative and self-motivation
Intermediate Linux command line skills
Beginning to intermediate programming / scripting skills
Intermediate understanding of network concepts
System and application performance analysis
Cluster management
Basic understanding of SQL statements
Basic understanding of Virtualization concepts
Basic understanding of Operational Support of Cloud based services (i.e. IaaS, Paas)
Exposure to project work / project management a plus
Intermediate knowledge of Microsoft Office products
Above average performance in present or previous position for not less than 1 year
· UNIX / Linux Based Systems Support/MS Windows 2003 Server or higher
· Operational support of virtual systems (i.e. VMWare), IaaS or PaaS
· Work with web based systems (i.e. IIS, Apache, WebLogic)
· Scripting programming skills desirable
Business understanding
Considered a plus: ITIL training, Familiarity with the workings / purpose of Global Distribution Systems
Requirements
Computing: Very good general IT knowledge
Languages: Excellent spoken / written English skills
Specific knowledge: One or more years of Incident Handling in a Network Operations Center or like environment.
Other: Team work, self-initiative and collaborative troubleshooting skills
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