Gemalto NV
Santafe de Bogota, Bogota,CO
hace 2 días

General Description

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.
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