This position will assist the Catchpoint Operations team in Monitoring, investigate, diagnose, troubleshoot, and fix application, server, network, and infrastructure problems
Catchpoint Operations is responsible for maintaining the highest possible uptime for the Customer & internal network
This individual will be managing the day-to-day operation of the team focused on maintaining the highest possible uptime for all aspects of our global infrastructure & services hosted across multiple third-party datacenters, and be responsible for triaging, providing incident solutions and escalating to L2 engineers keeping SLAs and OLAs in mind
This person will work closely with Operations, Technical services teams, Operations Managers, internal partners, and external customers
Roles & Responsibilities:
Monitor Catchpoints node infrastructure and troubleshoot Linux server issues across various third-party data centres & cloud providers (AWS, Azure, GCP etc).
Perform OS/application upgrades and server migrations to new environment.
Accept & registers incidents from the Support team.
Classify incidents according to the specified options/categories.
Execute 1st attempt to solve the customer incidents and/or escalate to next level based on SLAs.
Tracks the progress of an owned incident ticket all during entire lifecycle (from start to end, register to close) to ensure that it is resolved within the agreed Service Level Agreement (SLA) and updates tickets. (Note: is responsible that the solution is created but is not necessarily responsible for the solution itself).
Escalate to the appropriate next level or management when thresholds are violated.
Drive operational aspects of incident management, ensuring SLAs for time, quality, and customer satisfaction are met in for our global infrastructure.
Directly manages the workload and priorities of the Operations team triage functions to quickly assess business impact and quickly identify restoration plans.
Interacts with customers and executive management using written and spoken communication, provide status update on major incidents affecting business or revenue.
Ability to quickly understand new tool/process requirements and drive the implementation to further enhance efficiency and service excellence.
Work closely with other groups and management to define and share best practices across support.
Demonstrated strategic thinking, quantitative and analytical skills, team player, and collaboration.
Excellent written and oral communication skills required; special focus on customer/client interaction a must.
Basic troubleshooting knowledge in Linux (Red Hat/CentOS) & network troubleshooting using ping, traceroute.
Basic understanding of Bash/Shell Scripting, Web Server.
Fundamental understanding of large scale networking, including OSI Model, DNS, SSL/TLS, WINS, TCP/IP, VLANs, DHCP, Routing, ACLs, and switching.
Good to have Linux virtualization knowledge(KVM).
Ready to work in a 24|5 rotational shifts.
Soft Skills:
Customer-focused
Thorough knowledge of troubleshooting remote access issues
Excellent communication skills, (active listening skills)
Able to articulate and speak with clear voice
Diplomatic and must have interpersonal skills
Able to understand the business s objectives
Able to understand and accept that the Customer s issues affect the business and that without the Customer there is no support department, and that the Customer is an expert in their own field
Must have empathy with end users
Team player
Professional code of conduct
Must have a good understanding of the organization
Must have basic technical knowledge of all technology used for the business processes.
