Subject-matter expert and Level-3 support for the server and infrastructure layer supporting the airport applications (operating systems, virtualisation, databases and the hosting environment). Owns the deep technical health of the system, resolves what Level-2 cannot, and drives out root causes.
Key responsibilities
Provide advanced diagnostics at system, application and infrastructure level for the system.
Carry out root-cause analysis for major and recurring incidents and own the permanent fix.
Open and manage OEM back-to-back support cases under the same ticket and SLA clock.
Own configuration, firmware and software maintenance and coordinate manufacturer releases and upgrades.
Own the preventive-maintenance procedures and predictive monitoring for the system.
Maintain the design documents, SOPs and knowledge base; mentor and sign off Level-2 competence.
Provide technical assessment to the Change Advisory Board for changes to the system.
Maintain server builds, patching and backups for the airport-application estate under change control.
Job description
Subject-matter expert and Level-3 support for the server and infrastructure layer supporting the airport applications (operating systems, virtualisation, databases and the hosting environment). Owns the deep technical health of the system, resolves what Level-2 cannot, and drives out root causes.
Key responsibilities
Provide advanced diagnostics at system, application and infrastructure level for the system.
Carry out root-cause analysis for major and recurring incidents and own the permanent fix.
Open and manage OEM back-to-back support cases under the same ticket and SLA clock.
Own configuration, firmware and software maintenance and coordinate manufacturer releases and upgrades.
Own the preventive-maintenance procedures and predictive monitoring for the system.
Maintain the design documents, SOPs and knowledge base; mentor and sign off Level-2 competence.
Provide technical assessment to the Change Advisory Board for changes to the system.
Maintain server builds, patching and backups for the airport-application estate under change control.
Requirements Qualifications & certifications
Microsoft and/or VMware/Nutanix certifications; server, virtualisation and database administration.
ITIL Foundation.
Experience: 5 or more years hands-on with the specific system in a comparable environment.
Competencies
Deep product knowledge.
Diagnostic and root-cause skill.
OEM liaison.
Documentation and mentoring.
Key performance indicators
Advanced-incident resolution within SLA.
RCA delivered within timeline.
Repeat-incident reduction.
Certification currency.
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