Role Purpose

The role holder is self-sufficient and has recognized specialist skills in supporting multiple products for multiple customers in order to maintain the availability and security of the service. The role holder also delivers medium complexity work packages as part of customer implementation projects and has the ability to understand complex situations and activities, also being able to communicate basic technical information to non-technical people.

Key Accountabilities

• Technical Capability. Works within a team as an established systems/product/security specialist (e.g. detailed knowledge of the configuration of interlinked systems, implementing technical changes, building software regimes and contributing technically to service development) to support end users.
• Process. Follows established processes, releasing to the change control process verified, validated and documented enhancements to eliminate problems and proactively develop the service.
• Service Level. Recognizes opportunities to improve performance against Service Level. Acts as a point of escalation for other team members to resolve service delivery issues. Monitors performance through statistical reporting and analysis.
• Project Work. Works within the team or under guidance from the project manager with implementation of technical designs to meet service delivery requirements within own area of responsibility.
• Customer Relationship. Establishes working relationships with customer’s organization to deliver and enhance the service.
• Problem Solving. Takes ownership in obtaining the information, evidence and data required to diagnose and resolve more complex problems (new and known), Escalates or gains support where appropriate. Proactively analyzes, trends and reports on information (e.g. on performance service levels) in a timely manner to resolve problems, maintain and enhance service.
• Team Working. Trains and coaches members of the team to provide knowledge, assistance and advice. Works in a problem solving team to resolve service issues. Able to stand in for team manager.
• Business Awareness. Understands the requirements of the customer’s business, the scope of the contract and knows how issues impact the delivery of service. Recognizes and reports opportunities for additional business.
• Professional Development. Maintains awareness of technical and service developments, taking the initiative to extend own knowledge to learn about products, technologies and techniques to deliver enhanced service.

Responsibilities:

D esign, install and test RHEL OS based on client requirement.

Design, setup and test any middleware such as PostgreSQL, DNS, Redhat Jboss etc.

Understand the non-functional requirement such as reliability, availability, serviceability, performance and security.

Lead or mentor engineers

Conduct review of technical work outputs.

Control/manage progress, issues, risk, quality, delivery and productivity.

Works independently

Other possible tasks:

• Customer project (Configuration Design and Documentation)
• Remote Infra Construction (non-DDH)
• Test result check
• Acceptance check
• Documentation - create manual, create operation flows
• Improve the environment of the operation rooms such as security and/or network

Lead in team's operational tasks (internal operations)

Execute mutually agreed plans for the benefit of the customer

Performs any other related tasks assigned by the direct Supervisor or Manager

Key Performance Indicators
• Feedback from Customers, Service Delivery Management, Project Manager etc.
• Technical Assessments.
• Proven track record of problem resolutions.
• Evidence of sharing and re-use of knowledge
• Successful production of documentation.
• Successful management and implementation of changes.
• Improvement/enhancements to service delivery.
• Meets and improves service level requirements.
• Successful management of escalations in a timely manner.
• Meets project deadlines and costs within own area of responsibility.
• Errors with workarounds or fixes provided in a timely manner.
• Up to date personal learning plan

Skills & Experience:

Infra Operations and/or Build experience
Background on Linux (with Windows is a plus)

Experience on design, install, test and set-up of Unix OS-based environment

Experience on middleware such as PostgreSQL, DNS, Redhat Jboss etc.

Able to explain the logical basis/reasons required when designing, installing and testing
Understands the non-functional requirement such as reliability, availability, serviceability, performance and security
Operations: eligible for any of Redhat or ITIL certification

Configuration: eligible for any of Redhat, Oracle Master, AWS, Google Cloud, MS Azure certification

Has leadership experience

Can work independently

Willing on shifting work (24x7) if experience is more on Operations

Other technical experience preferred such as Java, Python, scripting

Willing to be deployed either local or Japan short term (3-6 mos) / long term (1-2 yrs) as needed