Infrastructure Engineer/ Administrator (SysAdmin)
Infrastructure Engineer/ Administrator (SysAdmin)
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Salary Not Disclosed
1 Vacancy
Job Description
- Monitor and pick up incident and change tickets assigned to the Infrastructure team via ServiceNow.
- Validate the completeness and clarity of ticket information; request missing details from the requester or change scheduler when needed.
- Implement or resolve tickets related to non-production environments directly.
- For production environment tickets:
- Gather and add all relevant supporting information and documentation to the ticket.
- Assign the ticket to the appropriate Infrastructure sysadmin with matching expertise.
- Notify the assigned colleague promptly and ensure follow-up.
- Continue monitoring and processing all tickets as above.
- Take full ownership of solving and implementing both production and non-production tickets independently.
General and ongoing tasks:
- Ensure technical and procedural documentation related to ticket resolution and implementation is created or kept up to date with input from Infrastructure colleagues.
- Forward non-standard requests only when necessary based on complexity or required authorization.
- Report weekly on tickets processed: number solved implemented forwarded and those remaining in the queue.
- Actively contribute to improving ticket handling workflows.
- Where feasible script repetitive or standard tasks to automate their execution; document these scripts clearly and store them in the teams Git repository using the standard workflows.
- Work cooperatively and independently ensuring timely and professional communication (preferably via direct interaction rather than email).
Qualifications :
Mandatory:
- Bachelors degree plus 10 years of experience in a relevant field.
- At least 3 years of experience in a technical support or ICT infrastructure role within a structured service management framework including server operations (VMware Windows Server Linux) incident resolution change processes and ticket management best practices.
- At least 2 years of experience with ServiceNow (or another ITSM platform) including incident and change management.
- At least 2 years of experience in SLA-driven operations and escalation paths including assessing triaging and resolving or escalating technical issues based on SLA guidelines.
- At least 3 years of experience working in heterogeneous infrastructure environments (VMware Windows Server and Linux).
- At least 2 years of experience interacting with cross-functional IT teams and stakeholders in a ticket-based operational setting.
- Good knowledge of ICT infrastructure concepts including server operations (VMware Windows Server Linux) incident resolution change processes and ticket management best practices.
- Good knowledge of ServiceNow (or equivalent ITSM platform) including incident and change management.
- Good knowledge of SLA-driven operations and escalation paths including assessing triaging and resolving or escalating technical issues based on SLA guidelines.
- Excellent knowledge in heterogeneous infrastructure environments (VMware Windows Server and Linux).
- Good knowledge and display of prerequisites of working independently including strong sense of responsibility accuracy and proactiveness in operations.
Desirable:
- Experience maintaining and updating operational or technical documentation.
- Experience using scripting (e.g. PowerShell Bash) to automate and document repeatable tasks.
- Experience with infrastructure automation and version control practices using Git.
- Knowledge of scripting in PowerShell and/or Bash.
- Knowledge of standard IT workflows for handling script automation and versioning with Git.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
