Job Summary :
Provides first level support in monitoring identified systems and applications; escalates according to documentation upon detecting faults and generate multiple reports.
Eligibility Requirements :
Candidate must meet the qualifications of the position.
Candidate must meet job expectations and all performance metrics.
Qualifications : The candidate :
The candidate :
Bachelor's degree in IT or any computer related course with good academic grades
Willing to work on a 24x7 shift schedule (including holidays) or 12-hour x 4-day in a week (including weekends) on a monthly rotation basis.
Flexible when it comes to schedule changes.
Must not have any attendance / tardiness issues and have not received any disciplinary action (for experienced applicants).
Must be a fast learner
Technical Skills :
Basic knowledge in network theories with troubleshooting skills
Strong working knowledge in Microsoft Windows environment
ITIL certification will be an advantage
Soft skills :
Excellent comprehension, analytical and decision making skills
Keen attention to detail.
Must have excellent English communication skills (oral and written)
Good team player
Provides monitoring services to multiple Business Units 24x7x365.
Monitors and escalates servers, devices alerts :
MSSQL, DB2, ORACLE, IIS, IIB, SharePoint, Cloud, Citrix, Data Lake, Data Power, Windows, UNIX, HMC, UCS, Storage, Network Security & Operations)
Serves as swivel seat between Manulife & Verizon (vendor) in monitoring network alerts of offices globally.
Monitoring of applications, websites, mail servers, disk space
Performs availability testing of web-based applications, Skype, AWD, Integrated Voice Response
Coordinates with Service Desk for incident escalations and ticket generation with corresponding severity.
Generates complex reports (monthly / weekly) for Incident, Problem & Change Management. Prepares daily summary report of Priority 1 and 2 incidents.
Generates change tickets for Verizon maintenance and DNS service requests