- IMOC Level 2 Wintel Server Support Engineer 2

Job description

Nairn
Overview of the Delivery Centre:
The Infrastructure Management Operations Centre, (IMOC) is a 24/7 Delivery Centre which is designed to provide a world class service to support a variety of high profile UK secure clients. It is a multi-client, multi-platform environment that utilises an extensive suite of applications and infrastructure toolsets. The core function of the IMOC delivery centre is to monitor client infrastructures, services and applications, and to provide pro-active ‘end to end’ server management.
Overview of the Delivery Centre:
The Infrastructure Management Operations Centre, (IMOC) is a 24/7 Delivery Centre which is designed to provide a world class service to support a variety of high profile UK secure clients. It is a multi-client, multi-platform environment that utilises an extensive suite of applications and infrastructure toolsets. The core function of the IMOC delivery centre is to monitor client infrastructures, services and applications, and to provide pro-active ‘end to end’ server management.
The IMOC is an expanding monitoring and support function and has adopted a new global delivery model as follows:
- Level 1 Shift Operations
- responsible for monitoring server alerts using a variety of console based alert tools (Network System Manager/Unicenter/HPSIM), and Basic first line fault diagnosis/resolution. Batch input and processing for clients with mainframe based systems – Note: Level 1 Shift Operators work a 24/7 Shift Pattern
- Level 1.5 Production Support & Wintel / Linux / UNIX Server Support
- Responsible for monitoring, maintaining and supporting client's backup and scheduling / automation infrastructure, services and applications. Day to day management and support of Wintel / UNIX / Linux servers. Proactive maintenance of the server estate's which includes Hardware and OS break fix, patching & Anti-Virus updates and Implementing Service Improvements. Disaster Recovery and business continuity testing.
- Level 2 – Wintel / Linux / UNIX Server Support
- Responsible for advanced troubleshooting of server faults escalated from Level 1/1.5, overall ownership of the Production (BAU) server estate; ensuring availability of infrastructure services and proactive service improvement including BAU enhancements.
- Level 2 – Tools & Automation
- Responsible for the support of the monitoring applications (CA/HP/IBM). This includes design, implementation and support of client monitoring solutions using standard procedures and documentation. Development of automated process and procedures through use of standard processes and the development of the RBA toolset. To continually improve client monitoring services.
Role Requirements:
We are currently looking to recruit a variety of IMOC Technicians across all Levels to join our highly experienced and professional support teams. Please indicate on application which Level you would like to apply for, however it may arise that your skill set is not an exact match for that Level and we may offer you another suitable role. Within any role you will be responsible for the day to day management and support of large scale enterprise server estates.
- Due to the nature of the clients supported by the IMOC, appropriate Security Clearance is required in order to secure a permanent offer; successful candidates will have their applications sponsored as part of the on-boarding and probation process.
- IMOC Technicians are required to work shift patterns that could span 07:00 – 19:00 or a 24/7 shift pattern. The role may also include out of hours work such as on-call support or planned changes, and travel to customer or Capgemini sites throughout the UK.
Key Responsibilities will include some of the following depending on the role:
- Pro-active monitoring and maintenance of the server estate
- Installation and configuration of relevant backup and automation software
- Performance tuning of backup and automation infrastructures
- Scheduling of all production and non production batch jobs
- Maintenance and patching of all supported software and hardware products
- Assist with re-runs as requested by either the client or internal technical teams
- Planning and implementation of new batch / backup requirements
- Update schedules with temporary changes as requested, including ad-hoc requests for immediate running during daytime hours
- Assist with data restores as required
- Addressing job failures using recovery documentation and by invoking callout to both internal and client support teams in consultation with Shift Leader
- Run client workloads to schedule, completing checklists to confirm progress
- Incident management of high priority calls
- Reacting to alerts raised by Unicenter
- Resolution of incidents raised by end users or automatically generated
- Resolution of critical failures (high priority incidents e.g. printer issues, server outages, data loss, DNS issues)
- Liaise with appropriate resolver teams/third parties when necessary
- Root cause analysis (problem investigation)
- Management, approval and implementation of technical changes
- Disaster Recovery Rehearsals
- Develop and implement service improvements such as technical recommendations or cost savings
- Ensure services are delivered to SLA and KPI targets
- Maintenance and production of technical documentation to facilitate knowledge share and skills development
- Actively support and facilitate the capability development of apprentices and other junior colleagues
Technologies Used will include some of the following depending on the role:
Desired knowledge:
- Windows Server 2003+
- Active Directory/Group Policy
- Exchange 2003+
- Network configuration and protocols
- IBM Mainframe
- Tandem
- Symantec Netbackup
- Symantec Backup Exec
- HP Data Protector
- CA–Unicenter
- CA-Job Management Option (JMO)
- Linux
- HPUX
- AIX
- Solaris
- Backup Integration Agents (VMware, Oracle, SAP, SQL, Exchange, DB2, SharePoint)
- Deduplication technologies StoreOnce
- AppSense
- Citrix
- Microsoft SCOM
- Virtualisation technologies (e.g. VMware, Vsphere)
- Blackberry Enterprise Server
- Windows Scripting, Powershell
Personal Qualities:
- Exposure to enterprise class infrastructure
- Analytical and methodical approach to problem solving
- Confident, self-motivated and able to work under pressure with a minimum of supervision
- Ability to demonstrate end to end ownership of assigned tasks
- Ability to establish relationships with a wide range of key stakeholders
- Excellent customer and communication skills
- Ability to present technical information to a variety of audiences
- Motivation to study towards technical qualifications