Senior NOC Administrator

Job description / Role

- 24X7 Monitoring, Alerting and NOC Response and full ticketing management
- Reviewing the MANAGED ENGINE & IT360 policies & configuration on regular basis at least once in a month.
- NOC ticketing integrations and support with customer service desk management.
- Auditing of all the standards & exclusive alerts on regular basis
- Remote Troubleshooting and Resolution of Monitoring Alerts tickets.
- Dashboard needs to be published of all servers which are under the scope of MANAGED ENGINE & IT360 & IT360 on Weekly\monthly basis.
- May not require dedicated monitoring team who will do the monitoring of all listed devices and services.
- Monitoring team need to co-ordinate with the respective Server owners/ team for issues.
- Maintain Licenses & compliance matrix and Inventory and SLA Management monthly reviews.
- Adhering CLIENT Security policies & guidelines for existing servers as well as for any new Server.
- Centralized portal for Reporting on Bandwidth Utilization and uptime statistics
- Vendor SLA management
- Vendor Support contracts
- Vendor Dashboards need be published on monthly basis on the basis of their SLA's.
- Server, Site & country level High Availability & Disaster recovery
- Any sort of MANAGED ENGINE & IT360 integration with windows & non windows Servers & applications monitoring & configuration e.g. Windows and Linux
- Any future upgrade of MANAGED ENGINE & IT360 technology need to be owned & sustained by vendor
- End to End ownership in managing MANAGED ENGINE & IT360 infrastructure of CLIENT infrastructure & dedicated customer infrastructure owned by CLIENT.
- Any type of solution/integration irrespective of platform having any sort of dependency on MANAGED ENGINE & IT360 infrastructure
- Adhoc requirement based on business.
- Health check of all the MANAGED ENGINE & IT360 Servers come under CLIENT at least on quarterly basis.
- Existing infrastructure Capacity Management on regular basis.
- Incident & problem management
- Software compliance
- End to End ownership of any MANAGED ENGINE & IT360 related issue.
- Coordination with different Vendors & OEMs
- Coordination with different teams for making MANAGED ENGINE & IT360 infra up & running 24x7 basis
- Change Management Process
- Detailed Inventory should be up to date always & maintained for all the assets
- BCP infrastructure
- All Audits Management(including Customer Audits)
- Managing & co-coordinating with third party vendors/services used in Managed Engine infrastructure
- Ensure 100% uptime on MANAGED ENGINE & IT360 infra & its Services

Requirements

- Candidate must be ITIL Certified, Manage Engine or any equivalent product NOC Monitoring, Service desk incident handling and following up experience, ISO20000 ITSM knowledge, Ops Manager, Service Availability and monitoring, Incident management, Followup with key application owners, DR fail over related experience and team management

About the Company

Smartworld, a joint venture between Etisalat and Dubai World Central, was established in 2008 as a Digital ICT service provider delivering fully integrated and comprehensive managed services across several sectors in the Middle East. Smartworld works closely with government agencies, telecommunications operators, large enterprises as well as small and medium businesses to deliver them unique value.

In the fast-moving and demanding world in which we live and work, once in a rare while a company comes along that actually delivers more than it promises, exceeding the customers needs, beyond their expectations and imagination – A company that is dynamic, innovative and yet completely dependable. A company that raises the bar... That company is Smartworld.

Smartworld depends on its technically advanced next generation infrastructure to deliver best in class customer-aware and lifestyle-enhancing products and services that anticipate customers\' needs. We understand that customers are on-the-go, busy and mobile and expect frictionless and seamless services. By deeply understanding the needs of customers – Smartworld delivers the right products and services at the right time – helping customers simplify their lives, enabling them to transact their businesses and lives easily and ensuring a WOW user-experience from start to finish.