Educational requirements: Bachelor
English requirements: Competent English
Requirements for skilled employment experience for years: 3-5 years
Required residence status: Temporary visa, Permanent resident, Citizen
Accept remote work: unacceptable
Responsibilities
• Ensure that all service components are monitored 24x7 for availability, capacity and performance using agreed tools and processes. Ensure that monitoring events are prioritized based on urgency and importance and result in agreed outcomes e.g. 24x7 call-out as per agreed event management process. • Ensure that service metrics are reviewed and reported on a regular basis and that steps are taken to resolve any issues or negative trends that may be identified. • Respond to incidents and troubleshoot them - independently and using multiple data sources where required - in a timely manner, as per agreed incident management processes. Complete detailed, logically consistent RCA reviews.
• Participate in 24x7 on-call rota as required. This includes participating in primary and secondary on-call. • Ensure that regular operational and compliance checks and tasks are completed e.g. daily, monthly and yearly checks including backups, security testing and disaster recovery, using agreed procedures. • Complete service requests within agreed timelines as per agreed request management processes. • Pro-actively identify potential and/or actual issues affecting operational services and address them using agreed processes and operating procedures. • Support the deployment of changes and releases into managed environments in line with agreed processes and standards. To minimize client impact, this may require work to be done during antisocial hours. • Ensure that regular application performance audits are completed and, where required, ensure that improvement action is taken e.g. development requests are raised with the relevant teams.
• Ensure the timely completion of assigned projects and/or work-streams, provide updates as required, raise or address risks and issues in a pro-active manner. • Ensure that hosted and managed solutions are fully documented with architecture and network diagrams, “as-built” configurations and support procedures e.g. how to perform fail-over testing, etc. Ensure that these documents continue to be updated as part of the “business as usual” operational processes. • Support the automation of tasks using agreed tools and/or scripting as per automation strategy. • Support wider project teams with the delivery of solutions into managed environments and ensure that all operational acceptance criteria e.g. security testing, fail-over testing are met before solutions are accepted into operations. • Maintain good relationships with other teams, customers and suppliers. Maximise team working and collaboration. • Continue to look for ways that the service can be improved and, where agreed, lead or assist with the implementation of service improvements. In particular, focus on service automation opportunities in line with the wider hosted services strategy and available tools. • Provide consultation to customers and stakeholders on in-life customer solutions.
Experience & Qualifications
• Experience of providing operational support in mission critical hosted and/or managed service environments, ideally with ITIL or ISO20000 compliance. • Experience of installing, configuration and managing InterSystems Caché, IRIS, TrakCare and/or HealthShare. • Knowledgeable in InterSystems Caché script programming language. • Good technical skills with expert-level, hands-on support for as many as possible of the following: • Linux systems administration (RHEL 6.x or above preferred) • Microsoft Windows Server and Active Directory (2016 or above preferred) • VMWare systems administration (6.x or above preferred) • Storage and backup environments e.g. EMC Unity, EMC Data Domain, etc. • Nagios or similar monitoring tools • Patching using Red Hat Satellite Server and/or WSUS • Configuration management using Puppet • Security scanning using Nessus • Deployment and management of cloud-based services (AWS preferred) • Good troubleshooting experience across complex environments • Good experience with scripting, automation and cloud deployment (AWS preferred)
