Position at Ingram Micro
Job Description Template
Section 1 : Identifying Information
Position Title :
Associate Professional, IT Operations
Job code : Grade :
Grade : Date Prepared :
Date Prepared : Reports to :
Reports to : Manager
Prepared by : Department :
Global Information Systems (GIS)
Business line :
All Lines of Business
Positions reporting to this position
Target team size : Country / City :
Country / City : Manila
Section 2 : Position Summary
This role is responsible for the monitoring and event management of Ingram Micro's IT infrastructure and applications which includes servers, network, database, web and application systems critical to the business.
Additional responsibilities include incident management and support of daily batch job runs, systems support for all computing infrastructure, and critical incident management.
An entry-level professional individual contributor on a project or work team.Works on projects of limited scope and complexity.
Follows standard practices and procedures in analyzing situations or data from which answers can be readily obtained.
Section 3 : Responsibilities, Supporting Actions & End-Results
Guidelines : List the essential responsibilities, functions and / or activities, provide the supporting actions to describe how the work will be accomplished and provide the desired end results.
List the responsibilities in order of importance and the estimated percentage of time for the responsibility (no one responsibility should be greater than 60% of time or less than 10%).
The most important responsibility is not necessarily the one where the most amount of time is spent.
Major Responsibility : Event / Alert Management
Supporting Actions : Familiarize use of Monitoring tools (Infrastructure and Application Monitoring, Batch Jobs)
Implement monitoring configuration for moderately-critical alerts
Monitor email generated events / monitors and daily batch job runs.
Assign low to medium complexity to junior resources
Prioritize alerts based on threshold levels, severity of warnings
Interpret alerts / events generated from the monitoring tools.
Evaluate alerts that require escalation to vendor.
Perform standard validation steps for each alert. Make critical decisions for situations where there is no standard operating procedure or run book available.
Escalate incident related alerts based on established process
Facilitate bridge calls to triage alert ownership as well as to determine business impact as needed
Stay on top of all alerts, maintenances, incidents which are happening during the shift.
Delegate tools assignments to the associates on shift.
Ensure critical processes are followed.
Escalate to manager as needed.
End Results : Alerts monitored, triaged and escalated accurately within SLA 98%
Percentage : 30%
Major Responsibility : Incident Management
Supporting Actions : Categorize and triage low to high complexity incidents
Confirm group assignment is appropriate based on initial diagnosis. Consult and seek assistance with senior resources as needed.
Reassign to appropriate group once validated and update incident journal
Perform troubleshooting based on standard procedures and runbooks where available. Leverage appropriate resources for any issues which may or may not have any available standard procedure or run book.
Implement the identified break / fix procedure. Inform the incident stakeholder. Document the steps taken to resolve in the incident journal.
Ensure resolution is provided within SLA.
Implement resolution provided by vendor for medium to complex cases.
Participate in High Severity Incident bridge calls
End Results : Incidents resolved within SLA 95%
Percentage : 20%
Major Responsibility : Administrative Tasks
Supporting Actions : Attend and accept handover details from previous shift.
Ensure continuity of efforts on critical alerts, incidents, request, changes. Facilitate continuous resourcing for all ongoing items.
Consolidate all information on incidents, requests, changes, alerts encountered during shift and handover details to next shift to ensure continuous monitoring and resourcing.
Perform any administrative and reporting tasks as delegated by more senior associates
Facilitate training, provide guidance to junior resources on team processes, request, incident and change handling.
Ensure that standard practices are followed
Provide periodic reports (Capacity report, etc.). Review reports and provide assessment as basis for next action, recommendation.
Take ownership of medium complexity reporting requirements
End Results : Compliance and Accuracy of Daily Operations Tasks
Percentage : 20%
Major Responsibility : Service Request Management (REQ)
Supporting Actions : Evaluate service request details for correctness
Determine task requirements and assess if tasks need a senior resource to fulfill. Endorse to senior resource as needed.
Work on medium to high complexity service requests which may or may not have an available standard operating procedure or run book.
End Results : Service Request Fulfillment within expected level of quality
Percentage : 10%
Major Responsibility : Change Management
Supporting Actions : Plan, prepare and secure RFC approvals for low to high complexity tasks
Collaborate with cross functional teams for any RFC requirements which require multiple team effort
Validate steps and ensure comfortability with the steps as indicated in the implementation plan. Request / endorse reassignment of complex tasks / changes to senior resources when necessary.
Provide steps for internal team changes.
Perform risk analysis for low to moderately critical changes.
Implement the tasks as indicated in the technical implementation plan, validate and document necessary information in the RFC
End Results : Changes executed within expected level of quality 90%
Percentage : 10%
Major Responsibility : Service Improvements
Supporting Actions : Create / Update procedures on low to medium complexity routine tasks related to REQ fulfillment and changes.
Create new documentation when needed and endorse to Senior resources for review.
Create / update related documentation on incident management
Capture details of potentially recurring incidents
Conduct periodic incident / alert trend analysis
Conduct initial investigation, raise with vendor when required, seek advice from Senior resources for resolution.
Raise request / change to implement resolution or endorse to appropriate support / applications group for resolution.
Participate in troubleshooting and root cause analysis to help identify the solution and determine next steps to address the issue.
Participate in implementing fix.
Provide periodic updates on assigned problem records.
Participate in monitoring reviews and provide recommendation to support in increasing alert detection and / or reducing false alerts.
End Results : Quantity & Quality / Contribution
Percentage : 10%
Major Responsibility : Project Work
Supporting Actions : Accepts projects as delegated by Senior resources leading the project.Follow procedures on assigned task.
Participate in project meetings / checkpoints.
End Results : Timeline and Quality
Percentage : 10%
Section 4 : DecisionMaking Authority Level
Guidelines : Describe the authority held by the position by listing the main decisions that the position is free to make and explain the decisions that depend on the position’s advice.
Decisions free to make :
Individual Contributor decisions to be made within scope of Major Responsibility Supporting Actions
Explain the decisions that depend on position’s advice :
Example decisions that depend on position’s advice :
Section 5 : Scope / Dimensions
Guidelines : List the main quantitative measures that define the size and scope of the position (headcount, budget, profit dollar target).
Section 6 : Job Qualifications and Educational Requirement
4 years working in a NOC (Network Operation Center) or equivalent
Graduate of any 4-year course, preferably IT
Proficient with MS Office Suite (Excel, Word, PowerPoint)
Familiar in the use of Monitoring tools (BMC TrueSight / Tmart, SolarWinds NPM / SAM, BMC Control-M)
Intermediate knowledge of Operating Systems principles, Software Application principles and Network principles
Experience in systems support of Windows and Unix environment
Ability to understand issues related to network and willing to learn network technology
Experience in advanced triage and impact determination
Demonstrated ability to analyze problems and effectively prioritize, resolve and / or escalate as needed
Understanding of hardware and software architectures
Understanding of performance tuning concepts
Experience in monitoring and supporting application batch jobs
Understanding and practice of ITIL concepts and processes
Ability to multi-task and prioritize on multiple initiatives
Good documentation skills
Good systematic troubleshooting skills
Detail oriented, able to work effectively under deadlines in changing environment and perform multiple tasks effectively and concurrently
Able to work independently and with a collaborative team-oriented environment using sound judgment in decision making
Demonstrated competency in support of global systems
Very strong communication skills both written and verbal with strong technical, analytical, and problem-solving skills
Section 7 : IM Competencies
Self-Development / Nimble Learning
Optimizes Work Processes
Section 8 : Other Information
Guidelines : Indicate any information that would be helpful in understanding the nature, scope or purpose of the position, or any unusual or hazardous conditions associated with performing the position.
Associates in this role may be required to work in a 24 / 7 compressed work week or 8x5 shifting schedule which includes Philippine Holidays