Systems Engineer (Day 2 Operations)

Key Responsibilities

1. Incident Management & Troubleshooting

• Provide onsite technical support for all hardware, system, and application issues under maintenance scope.

• Assist in incident verification, isolation, and resolution or provision of approved workarounds.

• Troubleshoot and resolve Level 1 and Level 2 technical issues.

• Escalate complex or unresolved incidents to Maintenance Team Leader and inform Maintenance Manager accordingly.

• Respond promptly to service disruptions, system alarms, or performance anomalies.

1. Preventive & Corrective Maintenance

• Perform daily system health checks and review logs to identify early signs of issues.

• Execute preventive maintenance activities and carry out corrective actions when required.

• Perform and verify scheduled backups: daily incremental, hot backups, and weekly full backups.

• Execute system recovery procedures during service restoration.

1. System Administration

• Add, remove, or update user account information in coordination with system owners.

• Reset passwords and manage access controls securely.

• Monitor system performance and tune systems or databases based on advisory or logs.

1. Patch Management & Upgrades

• Test and deploy OS patches, firmware upgrades, and software updates.

• Perform staging and implementation of hardware upgrades and COTS software patches.

• Ensure all changes adhere to change control and system hardening policies.

1. Hardware & Infrastructure Maintenance

• Support, troubleshoot, and maintain hardware devices including:
• Servers (e.g., Dell PowerEdge R750)

• Firewalls (e.g., FortiGate 1101E)

• Storage Devices (e.g., Dell EMC XT380/XT480)

• Switches (e.g., Cisco C9300)

• UPS & Power Management (e.g., APC Smart UPS, Rack PDU)

• KVM consoles, HSMs, NTP servers, and mobile computing devices.

1. Software Platform Support

• Manage and monitor platforms and applications such as:
• ArcGIS Server, IBM ACE + MQ, Kafka, MongoDB, MS SQL, WebSphere, Elastic Stack, Rocket.Chat

• Security & Endpoint Tools: Symantec, Carbon Black EDR, CipherTrust, Fortify WebInspect, Keycloak.

• Monitoring & DevOps Tools: Grafana, Prometheus, GitLab Enterprise, Ansible, OpenShift, Red Hat Satellite.

1. Documentation & Reporting

• Maintain and update all relevant documentation, including SOPs, maintenance records, system diagrams, and logs.

• Generate reports on system performance, incident handling, and preventive maintenance activities.

1. Advisory & Continuous Improvement

• Provide technical advice on infrastructure improvement, system performance tuning, and reliability enhancements.

• Propose and implement automation where applicable to streamline system monitoring and recovery processes.

Requirements

Essential Qualifications & Experience

• Diploma or Degree in Computer Science, Information Systems, or equivalent.

• Minimum 3 years of experience in IT system administration or infrastructure maintenance roles.

• Strong knowledge of Linux (RHEL) and Windows Server (2019) environments.

• Experience with backup systems (e.g., Dell EMC Data Domain, Avamar), firewalls, and enterprise-grade hardware.

• Familiar with container platforms (e.g., OpenShift), middleware (IBM ACE, WebSphere), databases (SQL, MongoDB), and cloud or hybrid integration platforms.

• Working knowledge of DevOps tools (Ansible, GitLab, SonarQube).

• Familiarity with security technologies (Keycloak, CipherTrust, FortiGate, WebInspect).

• Knowledge of ITIL processes for incident, change, and problem management.