Engineer, Global Integrated Command Center

This role requires an individual with a good understanding of IT infrastructure & applications. The candidate plays a pivotal role in ensuring the smooth operations of an organizations IT systems by operating as a team responsible for a 24/7 operations.

Being a member of the GICC team, he/she will be the first pair of eyes which focuses on responding to systems availability alerts that could impact end user experience. Team will work on monitoring & advance observability towards early detection mitigating business impacts caused by IT systems.

Key Responsibilities

• Continuous monitoring of IT systems to detect and resolve issues and ensuring system operations are optimized for performance and availability.
• They must be adept in managing hardware, software, network, and server administration.
• Respond to monitoring alerts/events affecting systems availability based on standard operating procedures.
• Expected to conduct regular system audits and execute troubleshooting.
• Escalate issues to next level support teams when determined necessary.
• Capture learning and update standard operating procedures for all issues that was escalated where resolution steps can be executed by the team.
• Ensure alerts & events are escalated as incidents to the correct support group in a timely and efficient manner.
• Ensure to complete all training related to latest updates on SOP, Runbooks, Knowledge Base, technologies & tools required for the role.
• Ensure adherence to standard operating procedures & compliance with company policies & guidelines.
• Provide feedback to Tools and Technology teams where opportunity to enhance monitoring abilities are identified.
• Collaborate with other teams within the organization to resolve complex incidents and improve processes.
• Actively participate in activities which reduce the risk of recurring incidents such as Problem Management forums.
• Generate & review reports regularly related to teams performance, incident trends, and client satisfaction metrics.
• Takes accountability in considering business & regulatory compliance associated risk ensuring sufficient actions are in place to mitigate them.
• Maintains awareness of industry trends on regulatory compliance, emerging threats and technologies

Job Requirements

• Bachelor's degree in Computer Science, Information Technology, or related fields.
• A least 2 years of experience in a Command Centre environment will be a plus
• Strong knowledge of IT application, infrastructure & cybersecurity
• Requires a blend of technical skills, including a good understanding of operating systems, enterprise hardware, applications, and security standards.
• Must possess practical knowledge and experience on ITIL Incident Management, Problem Management & Change Management
• Good understanding of infrastructure-as-a-service (IaaS) cloud computing operations (Azure/Google)
• Effective communication and organizational skills are essential, as the candidate will often collaborate with other IT professionals and provide technical support.

Preferred skills and experience

• Relevant certifications (ITIL, Azure, Google Cloud, Microsoft, Linux, CCNA) will be an advantage.
• Previous experience within roles as an Infrastructure Monitoring Engineer or Application Monitoring Engineer will be preferred.
• ITIL Foundation and above certification is Preferred.
• Good to have strong knowledge in Networking technologies

Working Hours

Candidate will be rostered to work in shifts where the team provides a 24x7x365 coverage.

The candidate will support the enterprise across all business units and must be able to adjust working hours as required.