Job description

·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.

·Operate 24x7 monitoring, correlate and triage events, and feed incidents into the service; maintain monitoring coverage after changes.

·Network monitoring/NMS certification; ITIL; senior-technician background.

·ITIL Foundation.

Experience.4 or more years hands-on with the specific system in a comparable environment.

Competencies

·Deep product knowledge.

·Diagnostic and root-cause skill.

·OEM liaison.

·Documentation and mentoring.

Key performance indicators

·Advanced-incident resolution within SLA.

·RCA delivered within timeline.

·Repeat-incident reduction.

·Certification currency.