Job description

Subject-matter expert and Level-3 support for the CBMS and CFADS server and application systems in the Operations Centre. Owns the deep technical health of the system, resolves what Level-2 cannot, and drives out root causes.

Key responsibilities

• Provide advanced diagnostics at system, application and infrastructure level for the system.
  
• Carry out root-cause analysis for major and recurring incidents and own the permanent fix.
  
• Open and manage OEM back-to-back support cases under the same ticket and SLA clock.
  
• Own configuration, firmware and software maintenance and coordinate manufacturer releases and upgrades.
  
• Own the preventive-maintenance procedures and predictive monitoring for the system.
  
• Maintain the design documents, SOPs and knowledge base; mentor and sign off Level-2 competence.
  
• Provide technical assessment to the Change Advisory Board for changes to the system.
  
• Maintain the CBMS/CFADS servers and applications; monitor health and interfaces; apply patches under change control.
  

• Server and application administration; relevant application/product training for CBMS/CFADS.
  
• ITIL Foundation.
  

• Deep product knowledge.
  
• Diagnostic and root-cause skill.
  
• OEM liaison.
  
• Documentation and mentoring.
  

• Advanced-incident resolution within SLA.
  
• RCA delivered within timeline.
  
• Repeat-incident reduction.
  
• Certification currency.