Operations Specialist
Operations Specialist

Operations Specialist

posted on: 03-10-2019location: Bucharest, RO
What you’ll do:

•        Perform real-time proactive monitoring of servers, databases and network devices;
•        Perform troubleshooting for diverse technologies based on existing procedures (highly diverse infrastructure environments);
•        Accurately log incidents within a ticketing system, documenting symptoms and perform event rating;
•        Update assigned tasks in a timely manner; escalate as required to management, vendors and clients;
•        Monitors multiple logs across diverse platforms to uncover specific activities as they occur from platform to platform;
•        Ensure proper escalation during outages or periods of degraded system performance, problem resolution and customer satisfaction;
•        Interact with systems engineers, developers and other personnel to quickly troubleshoot, triage and resolve issues;
•        Develop and maintain positive communications between Global Service Desk, Site Services and IT Infrastructure teams;
•        Manage the intake and recording of information to ensure that it is accurate. Continuously evaluate the services provided and capture this information in the department’s reports and metrics;
•        Create and implement documentation and procedures for alerting and escalation.

What you’ll need to succeed:

•        Fundamental understanding of Windows & Linux Operating System (Server side); for example: understands job control, soft and hard links, and distinctions between the kernel and user space;
•        Willingness to learn new things and technologies (middleware, network, storage);
•        Good spoken and written English;
•        Experience using an enterprise ticketing system (SCCD/Service Now/Remedy/JIRA etc.);
•        Strong interpersonal and communication skills; capable of training users in applications, operating system fundamentals, and writing basic documentation;
•        Understanding of ITIL process with appropriate fundamental accreditation;
•        Excellent follow up and time control skills;
•        Ability to work effectively with team members, multiple departments and vendors;
•        Should be able to mentor junior member of the team;
•        Should act as a role model;
•        Ability to conceptualize problems;
•        Extremely flexible if workflow is changing;
•        Communicative competence (pro-active);
•        Availability to work in shifts: Morning 06:00-15:00; Late 14:00 – 23:00; Night 22:00-07:00

Nice to have:

•        Ability to assess the impact of different network problems;
•        Experience with various monitoring and alert systems and the operating procedures to produce optimal results;
•        Previous experience with Fault and Performance Management tools (Nagios, Zenoss, Cacti, MRTG, IBM Tivoli Monitoring, Netcool or equivalent);
•        Knowledge of web applications and frameworks.