Supervisor
Accessbase Technology and Solutions Incorporated
Total years of experience :16 years, 11 Months
• Provides 24/7 technical assistance to Gamezone outlets for Playtech Casinos.
• Provide first level support and troubleshooting for all incidents; monitoring and documentation of all incidents, maintenance and upgrades of servers, network and all monitored services.
• Ensuring that network connections are up and running all throughout the operations for Corporate and Gamezone Sites.
• Fault handling, reporting and analysis including trouble tickets tracking and review.
• Overseeing the Team's coordination with other IT groups for any activity being done on servers, network and other services (such as updates/upgrade, server/network maintenance, fixes).
• Management of the NOC/AS Specialists and see to it that the group is meeting expectations and Service Level Agreement with other teams.
• Analyze NOC/AS activities and documented resolutions, identify problem areas, devise and deliver solutions and work with Clients to enhance quality of service and prevent future issues. Monitor and test fixes to ensure problems have been adequately resolved.
• Track and analyze NOC/AS request trends and create statistical reports for management.
• Manage the teams fault handling and escalation
• Managing the team's ability to provide first level technical support for all services.
• Provide guidance, training and mentoring to new members of the team.
• Management of the Infrastructure Support Specialists and see to it that the group is meeting expectations and Service Level Agreement with other teams.
• Performance evaluation of Infrastructure Support Specialists.
• Overseeing if Daily, Weekly, Monthly and Annual Reports for all services, network outages and abnormalities are sent on time and in accordance to required metrics.
• Maintenance of technical documentation (for NOC) of processes and procedures used throughout normal operations
• Analyze Infrastructure/Network Operations Center's activities and documented resolutions, identify problem areas, devise and deliver solutions and work with Client's contractors to enhance quality of service and prevent future issues. Monitor and test fixes to ensure problems have been adequately resolved. Track and analyze NOC request trends and create statistical reports for management.
• Overseeing the management and maintaining the Monitoring Systems (report on the status and performance of network, services, and facilities)
• Ensure that the team is able to monitor current network equipments (Servers, Switches and Routers) for 24/7 system and network operation. (CPU, Memory, and Disk utilization, etc.)
• Manage the teams fault handling and escalation (identifying and responding to faults on systems and networks, liaising with 3rd party vendors, handling escalation through to resolve through a joint investigation with other network operators and Client's contractors and fundamentals
• Ensure that the team would be able to work smoothly with other IT teams on application upgrades
• Managing the team's ability to provide first level technical support for all services.
• Monitoring the performance and resource availability of all network connections and servers.
• Fault handling, reporting and analysis including trouble tickets tracking and review.
• Coordinate with service providers during any activity regarding Internet outages and abnormalities
• Manage secure access to the third party provider.
• Overseeing the Team's coordination with other IT groups for any activity being done on servers, network and other services (updates/upgrade, server/network maintenance, fixes).
• Overseeing and ensuring that the team is able to maintain a complete and working backup of all important servers and services.
• perform first level troubleshooting, problem analysis, and provide high quality solutions to technical issues; with adherence to standard operating procedures (SOP) in team's operations
• monitor and perform troubleshooting for servers(Linux and Windows).
• create, manage, and keep track of service requests, trouble tickets, and change requests until resolution/closure; via the team's ticketing system
• analyze, validate, and filter alerts from monitoring systems and convert them to trouble tickets or service requests as necessary
• regularly follow-through open/pending issues with the Level 2 operations support team
• escalate unresolved, complex technical issues with the relevant troubleshooting results to Level 2 engineers, in a timely fashion
• user account management using Active Directory(Windows) and IPA(Identity, Policy, Audit)
• Update Linux servers
• Installation of Monitoring tools such as Nagios, Munin, and Zenoss.
• Create script/plugins for monitoring tools for host/server performance.
• Migration of old machine to Virtual Machine.
• Maintaining disk space usage for all servers.
• provide 24x7 monitoring and support of the business Development, Test and Production environments. This is to be achieved in a proactive manner, utilizing the agreed business tools and practices.
• provide guidance, training and mentoring to members of the team and other relevant members of staff in the provision of SysOps services.
• liaise with other technical groups to ensure consistency and compatibility with the standards in place within the SysOps procedures and processes.
• ensure that escalations, notifications and other service incident related communications take place in a timely manner, minimizing any delay to a resolution.
• react to, and update tickets relating to service incidents, particularly outside of general business hours for Tokyo.
• act as a ‘hub’ for general communications between teams and individuals in dealing with service incidents.
• manage and monitor the regular batch and housekeeping type work (e.g. EOM), ensuring that such tasks are completed to standard.
• provide input to the appraisal system for members of the team.
• ensure that the service and organizational priorities are reflected appropriately within the functioning of the team.
• contribute advice on the recruitment of new staff to the team on the request of the SO Manager.
• assist in the development of standards, procedures and policies to meet the requirements of the SysOps role.
• relay all the trouble tickets for the group and to ensure tickets are progressed in the most effective manner.
• Assist customer/clients on any issue with their product/device through phone conversation
• Maintain, troubleshoot and set-up computer used by the agents.
• Install software on the desktop used by the agents.