Why choose Logicalis?
As Architects of Change, Logicalis' focus is to design, support and execute clients' digital transformation by uniting their vision with their technology expertise and industry insights. The company, through its deep understanding of key IT industry drivers such as security, cloud, data management and IoT, can address customer priorities such as revenue growth and business, operational efficiency, innovation, risk and compliance, data governance and sustainability.
We strengthen our purpose: to design, support, and execute our customers' digital transformation by converging their vision with our technological expertise and knowledge of the industry. The brand refresh underpins both the evolution of Logicalis’ positioning as well as our strategic vision for growth.
Responsibilities:
Operations & Maintenance
- Daily operational health checks for the IT infrastructure.
- Monitor alarms & report to customer via email/mobile (if any major severity seen.)
- Firmware update & patch management and ensure that the environment is bug/vulnerable free by keeping system with up-to-date software.
- Creation of change request plan and submit to customer operation manager or supervisor for review and approval.
- Maintain, track and update physical and logical diagram changes.
- Manage & track all cabling/ patching records.
- Work and liaise with appointed partners/vendor for necessary site survey and discussions.
- Preparing weekly ticket tracking list for outstanding & resolved tickets.
- Prepare and provide monthly equipment status (system events, severity alerts, violations, overall status, etc..) report to customer.
- Work with appointed vendors and internal stakeholders to ensure internal audit compliance.
- Ensure that all correspondence with customers is performed in a prompt and courteous manner.
- Work closely with various team of engineers (internal & external) for troubleshooting.
- Ownership on critical incidents for customers to deliver resolution within SLA.
- Troubleshoot production issues and network/security problems to fix any infra related issues and work with principal vendors and customer to provide the resolution within the proposed timelines.
- Perform L3 escalation to appointed partner and/or principal vendor.
- Performing RMA for hardware failures and replacement in production environment
- Perform health checks for the critical environments and ensure the systems running up to the standard and no potential failures.
- Setup staging and simulation for customer activities for critical jobs before actual tasks in production environment.
- Able to follow and meet customer SLA for all the incidents and requests.
- Take ownership of incidents and service delivery in customer’s environment.
- Undertake escalation for networking related matters from desktop engineers, perform troubleshooting and hardware field replacement works for customers.
- Responsible for updating technical documentations for configuration changes.
- Responsible for opening and closing of support tickets in ServiceNow Platform providing timely updates to customer and service delivery manager for support cases that has been allocated to you.
Administrative
- Raising Change Request (CH), Service Request (SR).
- Update CH to customer ITSM platform after each change.
- Update master equipment inventory list once new equipment is deployed or RMAed.
