MehnaTi

Operations Center Support Engineer

The Operations Center Support Engineer works closely with the hardware and software teams in the organization. He/She is responsible for implementing and installing new software and hardware components across the organization. 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 organization. He is also familiar with the relevant software platforms on which the solutions are deployed. The Operations Center Support Engineer applies critical thinking skills to resolve complex issues. He also applies creative skills in address technical challenges on the job.

Skills and Competencies

Technical Skills & Competencies

Business Continuity
Proficiency Level
"Implement business continuity and contingency procedures and exercises"
4
Business Needs Analysis
Proficiency Level
"Elicit and analyze business requirements from key stakeholders and assess relevant solutions and their potential impact"
3
Configuration Tracking
Proficiency Level
"Develop and update a configuration management plan, determining systems and techniques to track changes and revisions "
3
Cyber and Data Breach Incident Management
Proficiency Level
"Troubleshoot incidents, escalate alerts to relevant stakeholder, and analyze root causes and implications of incidents "
3
"Develop incident management procedures and synthesize incident-related analyses to distill key insights, resolve incidents and establish mitigating and preventive solutions "
4
Data Center Facilities Management
Proficiency Level
Identify ideal environmental conditions for operations and restore data center performance against security and service level requirements
3

Generic Skills & Competencies

Communication
Proficiency Level
"Articulate and discuss ideas and persuade others to achieve common outcomes "
Intermediate
Interpersonal Skills
Proficiency Level
Detect and decipher emotions of others to manage interpersonal relationships in social situations.
Intermediate
Problem Solving
Proficiency Level
Identify easily perceivable problems and follow given guidelines and procedures to solve the problems.
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
Teamwork
Proficiency Level
Facilitate work team activities, provide assistance and support needed by team members and promote ownership and commitment among team members to work goals to improve team performance.
Intermediate

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 
• Work closely with Software and Hardware teams and provide necessary updates and resolutions 
at 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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