Platform Support Specialist at NTT Ltd.

Job Purpose:

The Senior Platform Support Specialist operates in complex environments, taking their guidance and instructions from the Platform Support Manager.
The Senior Platform Support Specialist provides a service to internal end users to ensure that the operational platforms remain functional through proactively identifying, investigating and resolving technical incidents and problems related to their area of specialisation. The Senior Platform Support Specialist focuses on all lines of support for complex incidents, requests, problems and events.

What we will expect you to do:

• You will participate in projects (as assigned), take responsibility and accountability for the following deliverables, in particular but not limited to and dependant on the scope of the project:
• Provide an end-user perspective into the way the functionality should be delivered
• Identify and document technical gap analysis
• Translate the Functional requirements into documented Technical Requirements
• Provide input into the Business & Functional Requirements
• Work with the business and relevant delivery teams providing input to the definition of processes, procedures and work instructions, and if required, prepare the necessary documentation
• Document user guides and templates for service/architecture support
• Document test cases and participate in system and user testing
• Specify, deliver, install, and configure the existing/proposed GSOA architecture as proposed by solution architects
• Create scripts and integration tools for GSOA integration points
• Develop and test product rules using knowledge of the product and GSOA domain skills
• Install, setup, and manage production middleware with the help of middleware experts
• Provide technical consultancy and guidance to region’s project team
• Implement and optimize scripts based on functional specifications from regional engineers
• Monitor and troubleshoot system performance and data loading
• Adhere to and follow the Global Services Development & Support processes
• Provide support to team members and end-users on functionality of systems used within Dimension Data which are covered by the mandate of Global Information Services
• Participate and actively be involved in the Global Services Development and Support processes, in particular, but not limited to:
• Change Management - supporting end users in developing business requirements, validating enhancement requests, documenting Functional Specifications including test cases and logging Change Requests
• Release Management – supporting the development and deployment cycle by   performing Functional Testing including creating and/or editing System documentation and the Deployment process including User Acceptance Testing, Implementation and Post Production support
• Support – validating bug fixes are documented correctly and are included and managed through the Release Management cycle (including Patch Process)
• Training – preparing and delivering system and functional training to team members and end users
• On call – provide after hours on-call support on a rotational basis
• Actively participate in any assigned tasks and/or projects and meet agreed timeframes
• Work as part of the team to meet the success criteria set for operational support and/or projects
• Communicate and escalate if any issues arise or deliverables cannot be met and request assistance, if required, to ensure deliverables are met
• Communicate regularly and proactively with your manager, team members and communities within Dimension Data
• Support and work towards Dimension Data meeting it’s strategies (as defined from time to time)
• Undertake, as requested by your manager, general tasks which are required to meet the objectives of Global Services and Dimension Data

Your responsibilities will include, but are not limited to: 

• Support Regional backend EMC products that provide monitoring capabilities to our clients, specifically watch4net, NCM, etc
• Support our middleware bus components including rabbit mq and various Linux based servers
• Stay up to date with, current EMC standards, test procedures, instrumentation, technology by internal training sessions, attending external seminars, and reading technical articles.
• Lead efforts to guide team to best practices for RabbitMQ and Kafka usage, high availability and business continuity
• Create and support MQ objects across internal and end-user applications
• Administer MQ security across all database environments including use of SSL/TLS when appropriate
• Proven expertise in Kubernetes Container Orchestration, Docker Containers
• Ensure that the container orchestration platform (Docker/Kubernetes) is maintained properly by measuring and monitoring availability, latency, performance and system health.
• Assist development teams to migrate applications to Docker based PaaS
• Solid knowledge of monitoring tools and fine-tuning alerts on Prometheus, Grafana, Elastic search
• Monitor, prevent and troubleshoot security related issues
• Good Linux system administrator skills and TCP/IP network fundamentals

Key abilities required:

• BSC or similar degree in the IT arena
• 5-10 years in development and implementation of “Operations Support Systems” (OSS) solutions
• 5 Years work experience in network management, i.e. working experience with SNMP based products like EMC, eHealth, InfoVista, HP OpenView, Nagios
• 5 Years work experience in network technologies: Bridging / VLAN / routing protocols / firewalls
• 5 Years Work experience in internet protocols: http / https / certificates / LDAP / SMTP
• 5 Years work experience in the configuration of different OS: Windows / Solaris / Linux (Ability to change IP address, install patches, stop/start services)
• 2-5 Years work experience in Virtualization technologies:
• VMware
• Solaris zones
• 5 Years work experience with databases, MySQL , MS SQL & Oracle:
• Understand what tables, indexes, views, stored procedures are.
• Being able to read and write queries
• Very good working knowledge of javascript / xml / ajax / web services
• Extensive experience in and with all operational aspects of a Services business, preferably with a Systems Integrator
• Very good analytical skills with the ability to convert business requirements into operational deliverables (functional requirements  technical solution) to meet business objectives
• Experience in the process of developing and implementing new services and systems
• Excellent documentation skills, in particular, functional requirements, test cases, system user documentation, processes and procedures and presentations
• Understanding of and experience with ITIL (IT Infrastructure Library)
• Very good communication (verbal and written in English) and interpersonal skills
• Good coordination and task management skills with an ability to encourage and motivate others to achieve objectives
• Understanding of project management processes and methodologies
• Experiencing in coordinating and managing tasks, and small projects
• Very good working knowledge of Microsoft Exchange, Word, Excel Project, PowerPoint and Visio
• Understanding of system generally used in a services organisation e.g. Remedy, SAP, EMS would be advantageous
• Demonstration of Dimension Data’s core values of Proactivity, Teamwork, Professional Excellence, Personal Commitment and Multi-Cultural Strength
• Strong client focus showing empathy, understanding and readiness to get the job done to their satisfaction
• High level of initiative, accountability, attention to detail and ability to follow processes
• Self-motivated, ability to work un-supervised as well as being able to work as part of a team in a global and sometimes pressured environment
• Ability to learn new solutions, services and technologies through self-study (on the job and externally)
• Proactive, flexible attitude to work with a willingness to constantly review and improve skills
• Must be able and willing to travel locally and internationally, dependent on operational and project requirements