Application Support Engineer: Systems Monitoring (2683) at The South African National Roads Agency (SANRAL)

MINIMUM REQUIREMENTS:

• A Diploma in IT at an NQF level 6.
• Five (5) years of relevant experience.

Certificates:

• ITIL Foundation

ADVANTAGEOUS:

• Experience in Monitoring Enterprise Services (Network, Applications, Backups, Servers).

KEY RESPONSIBILITIES:

Management of systems in accordance with ITIL Methodologies:

• Respond to calls and requests logged on Helpdesk timeously and resolve them accordingly.
• SLA Management for Service Availability.
• Follow the change management, incident management and problem management according to the ITIL Framework.
• Provide input to 2nd level support and 3rd Level on resolution of all Systems Monitoring related tickets.
• 24X7 monitoring of transaction flow between the entity to entity across all SANRAL domains.
• Continuous Improvements.

Operational

• Support of SANRAL systems using monitoring solution: Operation Bridge Manager and Network Node Management.
• Performance Manager, Network Node Manager and Operations Manager for windows.
• 1st line support: troubleshooting on real-time alerts and network-related issues.
• Receive alerts, analyse, log, and manage incident tickets from start to finish.
• Record, track and ensure resolution of operational incidents, problem and service request tickets including those reported to the Service Desk, identified by Systems Monitoring tools.
• Liaise with internal and external support entities on SLA and tickets management.
• Follow the incident management life cycle and follow up on the status of incidents on behalf of users and communicate progress update in a timely manner.
• Utilise the internal monitoring tool to identify issues in the flow of transactions from entity to entity across all domains.
• Execute SQL scripts to identify problems on transactions flow.
• Analyse and report SQL job failures.

Reporting

• Provide daily statistic report of Systems Monitoring Availability KPI’s.
• Provide a daily report on all Systems Monitoring related logged, open and closed tickets.
• Compile ad-hoc reports as and when required by the business
• Compile daily automated logged incident tickets using the Incident Management Tool (ITSM).