Members of the Operation Control Center (OCC) team provide on-site support on a 24x7x365 basis. He will be responsible of the first level of support. He is responsible of monitoring and following-up of systems/servers, must be vigilant and proactive in order to avoid or minimize any incident. He is also the owner of all incidents and request that are assigned to him and must react quickly to solve them and reestablish the service. If need be, he must escalate to the seond level of support to make sure that the resolution time is respected.
From time to time, will work jointly with the support L2-3 to solve some technical problems or set up new services.
Together with the supportss, he will participate to deployments, upgrades and various tests.
The person who will obtain this post will join a young and dynamic team which supports multiplatform environments and multicustomers.

o Must be able to learn easily, flexible, able to work simultaneously with many customers (various technologies), good knowledge in the following tools or platforms:

• Wintel

YOUR FUTURE DUTIES AND RESPONSIBILITIES

Servor Monitoring

• First Level of support
• Take charge of the incident and perform investigation in less than 15 min.
• Resolution of incidents through the use of documented procedures and coordination of recovery activities with other support teams if needed.
• Engage Incident management Tea and supports teams if necessary to ensure that incidents are resolved in a timely manner within the timeframes (warm transfer with certain clients when necessary).
• Participate in Incident Review meetings
• Creation of tickets for incidents detected manually
• Execute and log daily activities within a daily checklist/shift log
• Perform daily reboots of various Wintel servers on a regular schedule in the Production environment.
• Perform weekly reboots of specified servers in the Non Prod Environment
• Create changes as per schedule for patching
• Deploy automated patches as per schedule (OS and application).
• VM server creation or changes

• Backup, upon notification failures, rerun job as per documentation, resolve incident or escalate to support teams.

Incident Management

• Resolution of incidents and job failures through the use of documented procedures and coordination of recovery activities with other support teams (Application, Technical, Client, Vendors, etc)
• Engage Incident management team and Service Delivery Managers as necessary to ensure that incidents are resolved in a timely manner .
• Document incident recovery activities by updating/closing tickets on a regular basis
• Prepare incident reports detailing recovery actions and process improvements
• Participate in Incident Review meetings

Problem Management

• Analyze ticket data to proactively detect incident trends/problems
• Coordinate with support teams to investigate/resolve problems once they have been detected
• Engage the Problem Management team as required to assist with investigation/resolution activities for more serious/complex problems
• Participate in problem review meetings and assist with implementing proposed solutions

Change Management

• Coordinate scheduling of maintenance activities and change requests with other Client/Internal teams
• Provide formal approval of scheduled activities within multiple ticketing systems for audit and workflow purposes
• Execute scheduled maintenance activities, service requests and change requests as necessary/requested
• Resolve incidents resulting from maintenance activities/change requests by working with change coordinators/clients as necessary
• Update and close records after work has been performed and provide status updates back to change coordinators

Security

• Perform console management for centrally managed solutions of endpoints security (e.g. antivirus, antispam, encryption, etc.)
• Utilizes software and hardware tools to diagnose and resolve security incidents following agreed upon procedures;
• Maintains operational documentation

General

• Represent Operations in conversations with other Client/CGI teams in meetings
• Suggest improvements to internal support procedures
• Develop and maintain internal support documentation, checklists, shiftlogs, etc
• Prepare metrics showing the quantity of jobs executed, tickets opened, etc for use by management in monthly dashboard reports
• Monitor and maintain ticketing queues within multiple systems

REQUIRED QUALIFICATIONS TO BE SUCCESSFUL IN THIS ROLE

o Must be able to learn easily, flexible, able to work simultaneously with many customers (various technologies), good knowledge in the following tools or platforms:

• Wintel,