Senior IT Operations Engineer

Ocean Infinity

1d • Onsite

About The Position

Ocean Infinity is seeking an experienced Senior IT Operations Engineer to support the IT Infrastructure onboard our vessels and various operational facilities across the globe. The successful candidate will be an integral part of the Technology Support Team, reporting directly into the Head of Technology Support.

Requirements

• Experience as a 2nd/3rd line engineer or similar position while coaching and supporting junior team members
• Strong troubleshooting and problem solving abilities across network and virtualisation implementations
• Effective verbal and written communication skills, to interpret requirements and present findings
• Excellent organisational skills to efficiently prioritise your workload and orchestrate changes
• High degree of attention to detail
• Good understanding and experience of ticketing systems, such as ServiceNow, Zendesk and ServiceDesk Plus
• Ability to work with non-technical teams to identify an issue and quickly establish remedial actions
• Strong understanding of customer service and end-user experience is absolutely critical as this role interacts directly with business users, including senior executives
• A can-do attitude with a willingness to solve problems even if occasionally they may be considered “out of scope” for the role
• Excellent time management skills and ability to prioritize work in a fast-paced environment
• Ability to take ownership and engagement in the work
• Interested in others and strives to act in the best interests of the team

Nice To Haves

• Citrix certification and/or a minimum of two years’ hands-on experience working with Citrix environments
• Two years experience working with Citrix
• At least two years’ experience as a 2nd/3rd Line Engineer, preferably with exposure to VMware technologies
• Proven experience troubleshooting network and virtualisation-related incidents
• Vendor management and ability to escalate appropriately
• Good understanding and experience using monitoring tools, such as LogicMonitor, Zabbix and CloudWatch

Responsibilities

• Monitor, manage and troubleshoot an array of IT related issues across the fleet and on-shore environments
• Resolve 2nd and 3rd line IT support incidents and requests, whilst assisting/mentoring 1st and 2nd line engineers
• Respond to, diagnose and fault find monitoring alerts and tickets in a queuing system
• Manage ticket queues and ensure response and resolution SLA’s are met
• Document, schedule and implement change requests where necessary
• Perform root cause analysis on critical issues and establish improvements to prevent repeat occurrences
• Liaise with the wider business to establish and define requirements, implementing solutions that are scalable and aligned with the business goals
• Analyse metrics and contribute to operational reporting
• Create and document Standard Operating Procedures (SOP’s)
• Participate in a rotational 24x7 IT support on-call schedule

Benefits

• The salary varies for this position as we are recruiting in multiple regional locations and job grades. The salary process is based on skills, abilities, and experience required.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed