Job Description Title: 24 x 7 – L1 SMC Production SupportReports to: SMC Shift LeaderJob Description: L1 SMC Production Support is responsible for the monitoring of production infrastructure and applications including server, network, storage, backup, database and applications, scheduling job, L1 incident diagnosis, delivered on a full remote basis, running on 12-hour shifts with the team covering 24-by-7.? Responsibilities: Perform L1 smc monitoring for System (Linux/Windows/Weblogic/Database/Storage/Network) or Application's production servers.Perform first level troubleshooting for the required System or Applications to ensure the incident is resolved.Resolve/Close the Incident ticket by updating the relevant information upon successful troubleshooting.Assign Incident Ticket to L2/L3/L4 relevant support when Level 1 troubleshooting is failed.Assist or participate in any activities that been assigned by Shift Leader.Assist Change Manager to perform simple change execution on the change ticketPerform batch scheduling monitoring, update, rerun and reportPerform backup monitoring, update, rerun and reportPerform daily health check across all Monitoring tools and report to Tools Administrator for any issues.Prepare daily, weekly, monthly, adhoc report for management review.Willing to work on shift rotations and standby.
? Requirements: Diploma/ Degree holder in Computer Engineering/Information Technology or related disciplines.2-3 years of experience in IT Field.Experience in tools used for System and Application monitoring (e.g.
Sitescope, Whatsup Gold, Solarwinds, ScienceLogic, Helix/ServiceNow ITSM, Quest Foglight, Dynatrace, NagiosXI, BMC Patrol (True Sight) and IBM BigFix) will be an added advantage.Experience in backup system (veeam, veritas, vmware, etc) will be added advantageExperience in System (Linux/Windows/Weblogic/Database/Storage/Network) will be an added advantage.Experience in Control-M for batch scheduling or any equivalent tool on batch scheduling, monitoring of jobs will be an added advantageGood understanding and with passion to learn broad knowledge on IT infrastructure management, network, operation systems and databases.Good problem-solving skills, background analytics, a team attitude and focus on excellent customer service/support.Driven and able to multi-task, strong time management skills and strong team player.Required Language(s): English, Cantonese, Mandarin
