IT System Admin at Smart Technology Services DWC-LLC – Dubai

Key Tasks & Responsibilities   1.    Service Specialists will be responsible for proactively monitoring and managing the events / alarms that are created on different facets of the infrastructure. Incident Management

  1. Provide Quality Assurance for L1 monitoring (Ticket building, process adherence, systems monitoring & SLA tracking).
  2. Provide technical escalation point for L1 analysts.
  3. Follow documented escalation processes.
  4. Provide advanced troubleshooting for platforms and drive the issue/problem resolution process.
  5. Understanding and exceeding all SLA commitments.
  6. Recommend process/procedure improvement.

Problem Management

  1. Perform Root Cause Analysis of problems, propose and implement remediation actions.
  2. Co-ordination with L3 / vendors for Permanent Fixes.
  3. implementation of fault fixes and patches for Problems.
  4. Change & Configuration Management.
  5. Implementing changes as per agreed change management process.
  6. Activation/Deactivation/Provisioning of Service requests through Change Management Process.
  7. Perform approved configuration changes during entity migrations.
  8. Managing the change process.
  9. Reporting on the implemented changes.

Asset Management17. Perform Asset management including License Management i.e. maintain BOQ and licenses.Network Security Device Administration Service.

  1. This will include end-to-end managed services support (complete administration of the devices) and ensure the confidentiality, integrity and availability of EXPO’s information, data and IT services.
  2. Tier 2 Support – Service Build can support in the build of improved services (continual service improvement), service Testing & Validation and the implementation of major changes (as required).

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