Systems Engineer (Triage) - Cloud Service Center

7 months ago
2 Applied
Expired on: Apr 03 2023

Ref.No 00000321


The Oracle DBA role exists within the global Cloud Operations organization. The role forms part of a shift team, which reports into a Cloud Services manager who is responsible for the operational and people management aspects of that shift. The shifts together form the Cloud Service Centre team who provide 24x7x365 operations support to the IFS customer base across all IFS cloud services.

The role handles multiple aspects of incident, service request, problem and change management. Working with multiple internal and external stakeholders related to our supported services. Although not a role with people management duties, the selected individual will be a senior part of the organization and so will provide mentoring and examples of good practice to the more junior members of the team.


  • A degree in Information Technology, Computer Science or Information Security along with 1 years or more experience in a tier 1 service desk, support desk or helpdesk environment
  • Experience of working in modern, case based, customer experience systems (Service Now would be ideal, but others like Oracle CX or Jira Service desk are acceptable)
  • Experience of working in modern knowledge management tooling such as the ServiceNow knowledge base, SharePoint Online, Confluence or others
  • Operational Experience of the Azure cloud platform
  • Ability to understand and follow technical documentation such as Standard Operating Procedures, FAQs, etc
  • System administration skills in one of the following operations systems:

Linux (Ubuntu preferably but any enterprise distribution will be considered)

Windows Server (2016 preferred but other versions will be considered)

  • Operational experience in supporting one or more of the following middleware products:

         Weblogic Server or Microsoft IIS web server

         Oracle Database or Microsoft SQL server

         Nginx web server or Apache/OHS web server

  • ITIL qualifications, at foundation or higher levels
  • Windows Server MCP or Red Hat RHCE groups of qualifications
  •  Microsoft Azure, AWS or GCP certifications
  • Cisco CC or Juniper JNCP groups of qualifications
  • CompTIA group of qualifications
  • Work as part of a dynamic, cross functional team working to rapidly resolve complex and major incidents across the enterprise compute estate
  • Create and update high quality, readable documentation to address known issues, workarounds and service requests
  • Perform in depth root cause analysis and provide meaningful feedback, including full stack tracing, to ensure issues of the same class cannot recur in production
  • Support the problem management team in performing post mortems, producing incident timelines and identifying corrective actions.
  • Perform and support the implementation of corrective actions from the problem management process
  • Resolve non-standard requests
  • Provide ongoing feedback to improve the service request process
  • Support the change management and supplier process across the service
  • Action operational items
  • Work with other Service Center functions to define and produce various internal and customer reports on a recurring and ad-hoc basis
System Administration
Problem Management
Critical Thinking
Industry Sector