Reports to: Head of Service Management Centre
Job Description:To manage the entire team of L1 Service Management Centre (SMC) Monitoring which is responsible for the monitoring of infrastructure and applications including server, network, storage, backup, database and applications, delivered on a full remote basis, running on 12-hour shifts with the team covering 24x7.
Oversee all activities in L1 SMC Monitoring team.
Properly arrange staff duty roster, scheduler encompassing breaks, holiday, medical leaves, emergency leaves, etc to ensure sufficient support to perform the L1 SMC Monitoring and troubleshooting.
Assist and guide L1 SMC team in handling 1st Level troubleshooting and escalations.
Ensure L1 Event Monitoring support operates in an orderly manner.
Ensure properly handover of outstanding incidents from the previous shift.
Assist or participate in any activities that been assigned by Head of SMC in related to L1 SMC Monitoring team.
Take responsibilities to perform Service Request/Change Request that raised by System or Application's team.
Work with System and Applications team to prepare the 1st Level troubleshooting procedures (SOP) for L1 Monitoring support. Ensure proper Training and privileges provided to L1 Support before sign off.
Prepare daily, weekly, monthly and adhoc report for management review.
Other Responsibilities (Requires as standby when there is resource constraint addressed):
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.
Assign Incident Ticket to L2/L3/L4 relevant support when Level 1 troubleshooting is failed.
Resolve/Close the Incident ticket by updating the relevant information upon successful troubleshooting.
You have:
Degree holder in Computer Engineering/ Information Technology or related disciplines.
3-4 years of experience in IT management or data centre operations management;
Experience in tools used for System and Application monitoring (e.g. Solarwinds, Sitescope, Whatsup Gold, ScienceLogic, Serena ITSM, Quest Foglight, Dynatrace, NagiosXI, BMC Patrol (True Sight) and IBM BigFix) will be an added advantage.
Experience in System (Linux/ Windows/ Weblogic/ Database/ Storage/ Network) will be an added advantage.
Good 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 leader 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
Willing to work on shift rotations and standby afterwork hours and weekends. You will be compensated with Shift Allowance.
Your application will include the following questions:
What's your expected monthly basic salary?
How many years' experience do you have as a Shift Engineer?
How much notice are you required to give your current employer?
Which of the following languages are you fluent in?
Company Overview:
Computer Software & Networking, 1,001-5,000 employees
Lenovo PCCW Solutions is a leading technology solutions powerhouse in Asia Pacific. A strategic partnership formed between Lenovo and PCCW in August 2022, the company offers market-leading solutions to help organizations transform their operations, increase competitiveness, and enhance innovation through technology. Its wide range of technology solutions and service offerings include system integration, application development and operation, IT outsourcing, managed services, digital solutions, and technical services.
To find out more about Lenovo PCCW Solutions, please visitwww.pccwsolutions.com .#J-18808-Ljbffr