Key Tasks and Responsibilities:
- Solve systems service incidents.
- Perform systems service changes.
- Implement systems new releases, .
- Perform release management including operating systems upgrades, service packs installation, virtualization and middleware upgrades and patches as well as software and hardware migrations.
- Perform configuration management asks and ensures at all time the systems inventory is populated with an up to date information reflection operational changes.
- Identify systems problems, assign it to the proper engineering/fix group responsible for solving it, and follow up with the fix group until the problem is solved.
- Contribute in service operation processes management including contribution providing reason for outage (RFO), root cause analysis (RCA), technical instructions (TIN), service improvement plans (SIP), post implementation review (PIR) and case detailed report (CDR).
- Provide leadership and coaching to L1/service desk/PSM when needed.
- Contribute in providing the right level of working hours and shifts coverage for business operation necessary to deliver the support service.
- Perform other tasks in line with systems services operation as suggested by management.
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