Overview
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