Role Summary:
Performs IT services including testing, development, system administration, troubleshooting, and customer application support. Responsible for delivering services as per customer SLAs defined in the frame contract. Works as part of the customer team, either onsite or remotely.
Responsibilities:
- Administer IT systems, including installation/configuration of customer infrastructure under third-party supervision.
- Monitor, optimize, and tune installed infrastructure.
- Perform dimensioning, capacity planning, and support product selection.
- Create technical documentation.
Test IT systems, including:
- Preparation and verification of system integration and test environments.
- Definition of test planning, case dependencies, and priorities to meet SLA coverage.
- Execution of tests using a Test Object List and Test Strategy specifications.
- Documentation of results using test reporting tools and preparation of test reports.
- Develop code and interfaces for IT systems. Debug and resolve software faults.
- Support Service Assurance through incident management, restoring service operations within SLA limits.
- Plan, design, and develop scripts to monitor business process KPIs (volume/performance).
- Analyze KPI and data quality outcomes, troubleshoot, and implement improvement or resolution processes.
- Plan, design, and develop scripts or data for technical job execution (recurring or one-time).
- Model volume growth and plan future hardware/software license needs.
Experience and Qualifications:
- Experience with technologies and customer systems/products for administration.
- Knowledge of System Administration (OS, Network, DBMS).
- Familiarity with software development processes and test automation.
- Infrastructure knowledge including OS, network, and scripting.
- Ability to identify and configure KPIs.
- Experience with trouble ticketing, incident, and problem management tools.