Operations Centre Support Engineer

Job Role Description

The Operations Centre Support Engineer works closely with the hardware and software teams in the organisation. He/She is responsible for implementing and installing new software and hardware components across the organisation. He has to ensure the systems are reliable, monitored, and support operations are conducted in a timely manner. He will also collaborate with stakeholders to serve, observe, own, and solve problems through innovation, reducing friction with production deployments, and increasing availability.

He works in a team setting and is proficient in database systems, network and infrastructure, and monitoring tools and techniques required by the organisation. He is also familiar with the relevant software platforms on which the solutions are deployed.

The Operations Centre Support Engineer applies critical thinking skills to resolve complex issues.  He also applies creative skills in address technical challenges on the job.

Critical Work Functions and Key Tasks

Implement new systems

Install software and hardware equipment for users

Carry out user acceptance tests on installed and/or upgraded equipment

Oversee integration, compatibility and continuing operations of systems to ensure minimal disruption

Conduct feasibility studies for implementing new solutions

Monitor systems performance

Oversee monitoring activities of all systems to ensure stable operations

Conduct scheduled tests on systems and monitor performance

Provide updates and resolutions in the event of downtime and/or malfunctions

 

Resolve network-related incidents

Analyse and provide technical back-up and third line support when technical incidents arise

Classify and categorise incidents for escalation

Evaluate past incidents and prepare reports and documentation for senior stakeholders

Provide support and recommendations to the affected teams post-incident

Oversee service level agreements and service improvements

Manage the development of service-level objectives and targets

Monitor service-level objectives to ensure that requirements are met or exceeded

Develop client satisfaction metrics and service procedures

Propose recommendations to improve performance and client satisfaction

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