Engage And Reward
Specialist,ITOperations
“Specialist, IT Operations at Engage And Reward. Skills: IT Operations, Production support, Disaster Recovery. Support day-to-day IT Operations activities. Monitor service health”
Industry & Context.
Root-cause follow-up
What They're Looking For.
Must Have
5–7 years of experience in IT operations, College diploma in Computer Systems Technology, Networking, Computer & Network, Computer Science, or equivalent work experience, experience supporting Microsoft-centric technology environments, experience supporting infrastructure services, experience supporting monitoring tools, experience supporting production-support processes, Practical knowledge of incident management, Practical knowledge of problem management, Practical knowledge of change support, Practical knowledge of operational documentation, Practical knowledge of monitoring, Practical knowledge of escalation, Practical knowledge of ServiceNow or similar ITSM tools, Basic working knowledge of Disaster Recovery concepts
Nice to Have
Kubernetes experience a plus
What You'll Do.
Support day-to-day IT Operations activities
Monitor service health
Triage operational issues
Escalate operational issues
Coordinate with technical teams
Participate in incident response
Participate in incident reviews
Participate in problem investigation
Participate in root-cause follow-up
Track operational action items
Review operational procedures
Maintain operational procedures
Improve operational procedures
Review knowledge articles
Maintain knowledge articles
Improve knowledge articles
Review escalation paths
Maintain escalation paths
Improve escalation paths
Review operating documentation
Maintain operating documentation
Improve operating documentation
Support production-readiness activities
Support operational-handoff activities
Validate documentation
Validate support ownership
Validate escalation paths
Validate recovery procedures
Support Disaster Recovery function
Contribute to change execution discipline
Support change implementation activities
Validate change outcomes
Identify operational risks
Escalate gaps in MOPs
Escalate gaps in rollback plans
Escalate gaps in monitoring
Escalate gaps in documentation
Escalate gaps in support ownership
Use ServiceNow to document work
Update incidents in ServiceNow
Update problems in ServiceNow
Update changes in ServiceNow
Update tasks in ServiceNow
Update knowledge articles in ServiceNow
Update operational follow-ups in ServiceNow
How You'll Work.
Team & Collaboration
Work with Team Lead, IT Operations; Work with Manager, IT Operations; Work with NOC; Work with Service Desk; Work with offshore support; Work with infrastructure teams; Work with application teams; Work with Disaster Recovery stakeholders; Work with project teams; Work with vendors; Work with IT partners
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