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Tech Stack
Tools & technologiesAnsibleLinuxMySQLPHPPuppetPythonTerraform
About the role
Key responsibilities & impact- Manage the performance of services to clients as per agreed contract and ensure that unplanned downtimes are eliminated and/or their impact reduced
- Incident management: Fast and accurate detection and resolution of system and application issues to meet and customer SLA
- System and application maintenance in high-availability production environments
- Accurate ticketing for all issues while ensuring timely and proper communication to all stakeholders at all times
- Analyse recurring and intermittent system and application problems
- Timely escalation and follow through of support issues
- Solution monitoring to aid in faster issue detection and diagnosis
- Knowledge management for the support team through the identification of knowledge gaps
- Contributing towards training and forums for team Knowledge sharing
- Training of new employees
Requirements
What you’ll need- Bachelor's degree in Computer science or a related field
- Strong understanding of computer systems and tech products
- Strong documentation skills to maintain records of issues and solution
- At least 7 years’ experience working within a busy IT Service Desk environment
- Proficiency in Linux, MySQL is mandatory
- Working knowledge of databases, networks and security standards and application development is a clear advantage
- Deep experience of common service desk and monitoring tools such as Nagios, Cacti, Newrelic, Zabbix or equivalent
- Experience with automated systems, scripting, software development disciplines like python, php, Puppet, Terraform, Ansible
- Ability to win in a highly collaborative environment
- Working knowledge of Information Service Management industry standards such as ISO 20000, ITILv3/4
- Certification ITIL v3/4 will be an added advantage
Benefits
Comp & perks- Generous personal time off
- Medical and life insurance benefits (markets permitting)
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
LinuxMySQLPythonPHPPuppetTerraformAnsibledatabasesnetworkssecurity standards
Soft Skills
documentation skillscollaborationcommunicationproblem-solvingtrainingknowledge sharingescalationanalysisstakeholder managementtime management
Certifications
Bachelor's degree in Computer ScienceITIL v3ITIL v4