As an Operations and Support Engineer Level 2 for the Gemalto Global Services team, you will be involved in tier II technical support for incidents, problems and change management of hosted and managed solutions.
A week in the life of an Operations and Support Engineer L2 :
You will provide the second line technical support to customer services on hosted and managed services. Manage service request, incident and problem through ticketing system;
Manage incident and problem related to 3rd party OEM HW / SW or Network infrastructure by working with respective OEM.
You will be the second line support contact with customers.
You will participate to 24*7 on duty for support or operation.
You will continuously improve the services reliability, performances and security.
You will analyze business change mid-term impacts on capacity requirements
You will participate to capacity management process
You will participate to security audit and raise security alert.
You will design and implement changes into the systems and apply the change management process
You will operate the platform by implementing pre-define changes.
You will deploy patches and fixes delivered by R&D
You will adapt solution parameters to make architecture evolutions.
You maintain and enhance internal tools to improve service industrialization and improve monitoring system.
You will maintain and improve reporting tool.
You will participate to the handover from set up to production and participate to production requirements definition.
You will participate to delivery project end to end validation
Knowledge, Skills and Experience :
To succeed at this job, you must have experience with Linux or Unix applications; Unix or Shell scripting; SQL or Oracle database queries, writing and execution and knowledge of WebLogic administration, ticketing tools, monitoring tools such as Nagios, and validation tools such as SOAP.
It would be preferred if you have decide what is not mandatory from list above .
You must be fluent in English.
We would like someone to join our team who is a strong verbal and written communicator, analytical, a problem-solver and team player.
You must have a Degree in Information Technology or a related field.
We are looking for someone with at least 5 years of experience in IT support and at least 5 years in operations.