NOC Infrastructure Administrator (Fixed term – 2 years)

The role of NOC Infrastructure Administrator is to provide 24/7 proactive monitoring, conduct level 2 troubleshooting, and escalate all incidents and problems raised within the Network Operation Center (NOC) that could degrade bank services. The objective is to ensure service delivery meets and exceeds business customers' expectations by maintaining the value of the services.

Main Responsibilities

• Work with the Development team to understand new products and systems, ensuring the right support is provided throughout the transition period.
• Provide second-level support for all DSS and onboarding challenges.
• Support and solve common and basic issues faced by customers, such as solving minor knowledge issues, providing detailed support process information, and fulfilling user requests.
• Perform and coordinate Root Cause Analysis (RCA) of Incidents and share RCA/incident reports.
• Conduct daily proactive monitoring, first-level troubleshooting, resolution, and escalation of all issues pertaining to Data Centre & DR infrastructure, Core banking services, Core network, branch connectivity, ATM/POS, Self-service channels, power & cooling utilities at Head Office and branches.
• Manage all incidents and problems logged regarding self-service and channels, ensuring Service Level Agreements (SLAs) and customer expectations are met.
• Prepare daily, weekly, and monthly performance statistics for the performance of services and data center infrastructure, status reports, and graphical aids for management.
• Automate and consolidate all manual morning health check reports.
• Provide first-level support for all self-service channels and services, ensuring proper escalation to second-level support.

Knowledge and Skills

• Proficiency in service management standards and baselines in Operating Systems, Network Virtual environments, Databases, and middleware.
• Good knowledge of networks, applications, data center infrastructure, self-service channels, power, and cooling utilities monitoring and troubleshooting.
• Strong interpersonal skills.
• Must be creative, innovative, aggressive, and a team player.
• Ability to work on a shift rotation basis.
• Good observation and analytical skills.
• Familiarity with Agile development methodologies.
• Knowledge of programming and shell scripting, e.g., Java, Python, Bash script.
• Proficiency with Linux & terminal commands.
• DevOps skills.

Qualifications and Experience