The Emergency Operations Coordination & Monitoring Center (EOC+) support administrator is responsible for facilitating incident management, problem management, communication and coordination to the technical platform managers and service managers up to higher management during an enterprise impact severity incident.
The EOC+ support admin follows standard operating procedures and able to carry out initial diagnostics of the escalated incident using timely escalation of issues to the required team technical support team members and Technical Service Manager (TSM) to meet Operational Service Agreements (OLA).
Perform both pro-active and reactive monitoring on all EOC+ supported services using the standard monitoring tools. On a day to day basis, the work tasking is carried out and assign by the EOC+ shift lead who is the immediate superior.
Other tasks, objectives and extended projects can be assign by the Emergency Operations Coordination & Monitoring Center (EOC+) Manager through the immediate supervisor.
Work is under general supervision of the shift lead such as but not limited to GDC global operations tickets, EOC+ incident management, logging tickets and incidents logs and RCCA form creation.
Perform ticket queue monitoring and facilitation of Monitoring and & Triage events / alerts and EOC+ enterprise incidents by detection and correlation of events through use of tools of ticketing system such as ServiceNow and other monitoring tools such as SolarWinds & EPIC tool for WAN circuits, Unix / Linux, Windows environments and Backup & Storage, Oracle database hosting various web based platforms.
Support of Global Data Center (GDC) supported systems issues by triaging, escalation, and drive to resolution while troubleshooting, communication, and subsequent updates.
Perform first line of investigation, diagnosis, and validation of automated alerts, events and Incidents reported.
Responsible for gathering troubleshooting information either for direct resolution or for an escalation to the technical support team.
Understand, detect, describe, and evaluation of the impact deviation might cause to the service triggered by a notification of a scheduled task, reports from user(s), or other technical platform team or 3rd party vendors.
Facilitate incoming Call / escalation from vendors, site POC and Telco company
Performed detailed instructions and triage prior to escalation to the next level of support.
Facilitates the recovery of an incident with an impact severity of Enterprise and Site / Dept. impact, time sensitive request tickets and drive issues to fastest possible resolution and provide update to the EOC+ customers.
Ensure ticket queue in the ticketing system (Service Now) are progressing, follow up with site contacts and driving to resolution.
Provides timely bulletin update to technical teams, business unit representative, TSM and IT management for any enterprise / major incidents including scheduled maintenance activity.
Follows specific detailed instructions, EOC+ operational processes and procedure.
Post-Incident processes in an Enterprise Impact Incidents that EOC+ were involve and support in RCCA (Root Cause Corrective Action) Form creation
BS Computer Engineering / Information Technology or Equivalent Experience
Job Related Experience :
Specific Knowledge & Skills
Ticket and incident management
Demonstrated basic knowledge and experience with three or more of the following platform / technology : Windows Operating System (Microsoft Active Directory, Microsoft Windows 2003 or higher) UNIX / Linux (Sun / Oracle Solaris 9 and higher, LINUX any variant or any other UNIX) Storage (SAN Solutions, NAS Solutions, Enterprise grade Backup / Recovery)
Awareness and appreciation of Service Management best practices (ITIL), tools and best practice frameworks ITIL v2 and or ITIL v3
Knowledge of Networking, Server, Voice and Communications Infrastructure
Skilled in Microsoft applications software (Word, Excel, PowerPoint, Outlook etc)
Cloud Platform (Azure, AWS etc )
Verbal and Written Business communication skills
Proactive customer service mindset- reaching out to users or partners for any ticketing system challenges and / or updates
Time Management / Results Orientation
Keen to details & quality ensuring that process guidelines are adhered to with zero or minimal discrepancies