Infrastructure Operations Centre Engineer

Role Requirement

• Work experience in IT Operations Centre (Mid to enterprise size environments).
• Advanced knowledge with monitoring tools (SCOM & Solarwinds).
• Proficient in identifying, diagnosing, and resolving network and server issues.
• Experience with ticketing systems (ServiceNow) to track and prioritise incidents.
• Proficient in handling high-priority incidents (P1 and P2).
• Expert knowledge with remote management and support protocols for data center operation.
• Strong Knowledge in troubleshooting and maintaining Windows Server 2016, 2019 and 2021.
• Proficiency in managing and patching Hyper-V hosts and Virtual Machines.
• Experience in implementing security patches and updates to protect systems from potential threats.
• Commitment to continuous learning and improvement in NOC operations.
• The candidate should have a Continual Service Improvement (CSI) mindset.
• Strong analytical and problem-solving abilities.
• Excellent collaboration skills, with the ability to work effectively with SME teams.
• Strong in writing clear and concise professional business emails.
• Thorough understanding of the ITIL-V4 framework.
• Ability to stay calm under high pressure situations.
• Willingness to work in shifts, including nights, weekends, and holidays due to business requirements .

Roles And Responsibilities

• Expertise in using monitoring tools (SCOM & Solarwinds) to oversee server and network performance.
• Delivering Level 2 support for server and network-related issues.
• Take ownership of critical incidents, ensuring timely and effective resolution.
• Participate in Major Incident Management (MIM) calls as and when required.
• Analyze and prioritize alerts based on severity and impact.
• Work closely with Subject Matter Experts (SMEs) from various IT teams to resolve complex issues.
• Server management and support for Hyper-V & VM-Ware, which includes server checkpoint creation and deletion, addition of RAM and CPU, and the integration of new data drives.
• Join collaborative calls with other engineering teams to support and facilitate network and firewall changes.
• Work with vendors for timely replacement of server hardware components.
• Identify and resolve common OS problems, escalating complex issues to higher-level support when required.
• Monitor and manage the health of the physical server estate.
• Level 1 support for cloud platforms (Azure & AWS), including software troubleshooting and installation.
• Participate in scheduled maintenance activities and provide support during planned outages.
• Escalation for critical issues through the On-call Process.
• Communicate effectively with internal teams and external vendors to resolve issues.
• Perform patching for Hyper-V hosts on physical servers and manage the migration of virtual machines (VMs) from the host.
• Create baselines following the release of Microsoft patches to ensure systems are up-to-date and secure.
• Conduct patching of management hosts with minimal downtime, particularly focusing on System Center Virtual Machine Manager (SCVMM).

Tools and Technology

• System Center Operations Manager (SCOM)
• SolarWinds
• CyberArk
• BT Portal
• Diamond IP
• F5 Portals
• StruxureWare
• SAP Data Services Management Console
• VMware vSphere
• Hyper-V SCVMM
• ServiceNow & Global ServiceNow
• OnSolve
• ILO Amplifier
• Storage tools (NetApp OnTap System Manager, On-command unified manager, Connected Backup & Veritas NetBackup)
• Microsoft Identity Management tool (MIM)
• PuTTY
• Data Centre access management portal

Qualifications

• Bachelor’s degree in computer science, Information Technology, Network Engineering, or a related field.
• 3-5 years of experience in a Network Operations Center or a similar technical support role

Technical Certifications (Must have)

• ITIL V3 or V4 Foundation
• CompTIA Network+
• Cisco Certified Network Associate (CCNA)
• Certified in core technologies such as Microsoft e.g. MCSA

Technical Certifications (Good to have)

• Microsoft Certified Systems Engineer (Hyper -V)
• AZ 900 – Azure Fundamentals
• AI 900 – Azure AI fundamentals
• Knowledge on ServiceNow