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.
RequirementsQualifications & certifications
- Server and application administration; relevant application/product training for CBMS/CFADS.
- ITIL Foundation.
Experience: 5 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.