Executes Troubleshooting methodology
and root-cause analysis to resolve small to intermediate level problems.
•Acts as a Tier II focal point to resolve all break/fix and service degradation issues.
•Adheres to the agreed event management notification and escalation procedures.
•Leads availability management activities to optimize maintenance and design measures that meet contracted SLA's.
•Adheres to Injazat change management process and procedures
•Prepares and executes systems maintenance plans to proactively manage reliability and service expectations.
•Responsible for upgrading, and managing OS's on all production systems
•Performs periodic reviews of Configuration Items (CIs) to ensure compliance with policies and standards. Perform thorough operational readiness activities.
•Prepares and maintains technical documentation to assist with the on-going operation, maintenance, and development of the enterprise services.
•Performs configuration management activities to manage work instructions and implement configuration changes following agreed procedures.
•Provides access control services to fulfil client request requirements
•Applies ITIL framework, closes Problem records within defined timeline threshold to minimize impact on client / outage.
Acts as a Tier II focal point to resolve all break/fix and service degradation issues.
•Provides timely and frequent technical updates to customers, delivery and capability management.
