Job Description
GemPool's client is a trusted partner for end-to-end, integrated engineering, quality services and management consulting for digital transformation. They help businesses harness unrelenting technological change to successfully deliver innovations that will help them gain a competitive advantage and improve the everyday lives of people around the globe. They offer unique access to industry-specific expertise and best practice in consultancy and business agility, product design, production and in-service support, as well as continuous quality.
Job Responsibilities
- Monitor and manage Day to day operations for our clients
- Ensure Incidents and events are handled appropriately to Service level objectives
- Provide timely technical support, investigation and root cause analysis
- Work with software teams to resolve reported issues
- Maintain and manage maintenance schedules - daily, weekly, monthly and annual as required
- Track and escalate issues
- Maintain playbooks and known error repositories for clients
- Create and update documentation
- Improve service offerings for clients
- Develop tools to improve incident response times
- Customer engagement - Liaise daily/weekly with customer – as subject matter expert you will be able guide/mentor them in choosing the optimum solution
- Collaborate with cross-functional teams to define and ship fixes
- Ensure the best possible performance and responsiveness of applications deployed
Job Requirements
- BS/MS degree in Computer Science, Engineering or a related subject
- A minimum of 5+ years’ experience working in telecom or It operations and cloud environment. AWS preferred but not essential.
- Strong working knowledge of unix, SQL and at least one scripting language such as javascript
- Strong knowledge of SOAP & REST, and practical experience working with Postman and SoapUI applications. Understanding of both JSON and XML data payloads
- Assist with the execution of defined manual operations, via command line or application interface
- Knowledge on ITIL incident, problem and chanage management practices
- Client-facing skills
- Strong Analytical and problem solving skills
- People management skills - introducing and building ways in which people can learn from each other, encouraging mentoring and the transfer of knowledge by designing and delivering learning interventions
- Team work and emotional intelligence
- Good self-management – continuous performance is both an objective and a mind-set
- Has an innovative approach – a bold thinker and doer, matching creativity with vigilance
- High value on openness and transparency
If interested call Cathal on 01 901 7820 or email your CV to cathal.mcaliskey@gempool.ie
