Please note this role adopts a 24/7/365 shift pattern–12hrs (days & nights) on a 4 on 3 off basis.

Key Responsibilities

Monitor service health, performance and capacity of company services using a variety of tools. When an issue is identified, SM Engineer works to determine the cause of the problem.

When a problem impacts the services, the SM Engineer works to triage or troubleshoot the problem if possible. SM Engineer generally have standard operating procedures that they will closely follow. This may include coordinating with 3rd party or other IT teams.

While responding to incidents, the SM Engineer must carefully track and document all issues and resolutions in detail. This increases the knowledge base of the SM Engineer and is a record of the health of the system.

When problems are too large or complex for quick troubleshooting, SM Engineer must escalate the issue to upper level, other IT resources or 3rd party vendors for assistance in reaching a resolution. SM Engineer maintains ongoing communication within both internal and external team, to keep all stakeholders aware of relevant, known issues and the steps being taken.

Run test scripts & automated tools to verify servers and services up and running business as usual. And record a result in the ticketing tool.

Other duties and projects as defined by your line manager.

Essential Skills & Prerequisites

A positive, can-do attitude, who naturally expresses a high degree of empathy to others.

Bachelor's Degree in an IT related or equivalent work experience.

Good experiences in System Analyst or NOC or IT support.

Quick problem solving with strong analytical skills.

Ability to handle and perform in stressful situations.

Excellent critical thinking and problem solving skills in a service environment supporting multiple applications.

Effectively communicates status of major incidents to the appropriate stakeholders.

Strong command of spoken and written English.

Patient & friendly attitude with excellent interpersonal skills.

Flexible and able to work within a 24/7/365 shift pattern.