MehnaTi

Associate Operations Center Support Engineer

The Associate Operations Center Support Engineer is responsible for monitoring and identifying incidents in hardware and software components across the organization. He/She analyses problems, performs troubleshooting and incident response on the system. He is also responsible for maintaining technical and systems documentation. He works in a team setting and is proficient in database systems, network and infrastructure, and monitoring tools and techniques required by the organization. He is also familiar with the relevant software platforms on which the solutions are deployed. The Associate Operations Center Support Engineer has strong critical thinking skills to identify issues, and is passionate about analyzing and resolving problems, and addressing technical challenges.

Skills and Competencies

Technical Skills & Competencies

Business Needs Analysis
Proficiency Level
"Document business requirements and identify basic needs as well as potential solutions"
2
Configuration Tracking
Proficiency Level
"Label, track and document all configuration items and changes to software projects using standard tools and templates "
1
"Verify accuracy, completeness and currency of information in configuration logs and review unauthorized changes, diversions or inappropriate use of software assets "
2
Cyber and Data Breach Incident Management
Proficiency Level
"Provide real-time incident and status reporting, and identify affected systems and user groups "
2
Data Center Facilities Management
Proficiency Level
Maintain required performance and security levels of data center hardware and facility systems, and conduct routine installation or decommissioning of equipment
2
Infrastructure Support
Proficiency Level
Follow a fixed set of procedures to execute basic infrastructure administration and support
1
Analyse issues or incidents encountered by users and conduct troubleshooting, and roll out upgrades
2

Generic Skills & Competencies

Communication
Proficiency Level
"Communicate information with others to respond to general inquiries and to obtain specific information. "
Basic
Interpersonal Skills
Proficiency Level
Recognize own internal feelings and emotional states to manage interpersonal relationships in social situations.
Basic
Teamwork
Proficiency Level
Contribute to a positive and cooperative working environment by fulfilling own responsibilities and providing support to co-workers to achieve team goals.
Basic
Service Orientation
Proficiency Level
Exceed customer needs and expectations and handle service challenges with a positive mindset. Demonstrate an understanding of the organisation’s service vision, mission and values.
Basic
Problem Solving
Proficiency Level
Identify easily perceivable problems and follow given guidelines and procedures to solve the problems.
Basic

Critical Work Functions and Key Tasks

Monitor systems performance

• Monitor performance and capacity of computer systems to ensure stable operations 
• Identify issues, alerts, or malfunctions in software and/or hardware components 
• Gather data for network health check reports for software and hardware teams 
• Prepare and document system health check documents for software and hardware teams 

Resolve network-related incidents

• Identify and respond to network-related incidents 
• Adhere to organizational policies, procedures and protocols when resolving network-related incidents 
• Administer service requests 
• Escalate unresolved network-related incidents

Oversee service level agreements and service improvements

• Assist in developing service-level objectives and targets 
• Maintain log of service level performance metrics 
• Suggest improvements for procedures and controls to enhance performance and client satisfaction 
• Identify recurring incidents and potential issues for senior management 

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