I. PURPOSE
The Senior Technology Engineer is responsible for working with customers providing advanced remote and onsite operational support for customers. He/she provides security pre- and post-sales support. He/she also has the opportunity to have an aspiring IT professional career that wants to make an immediate impact on the deployment and maintenance of Infrastructure and Platforms (e.g. SIEM, etc.)
II. DUTIES AND RESPONSIBILITIES
- Accomplishes all assigned tasks by the management in a timely and effective manner as deemed necessary for the betterment of the organization.
- Follows effective and efficient processes and comply with escalation protocols.
- Contributes to the knowledge and information relevant to Service Engineering.
- Participates in activities promoting a harmonious working environment such as demonstrating trust and respect and practicing open communication.
- Complies with company policies, guidelines, standards, and procedures.
- Professionally represents Trends management; enriching client relationships and providing expertise, composure, and competence.
- Collaborates with team members in creating initial drafts of documentation related to IT Service Continuity Management, Service Catalog Management, Configuration Management, Incident Management, and Process Management.
- Receives information from relevant groups.
- Participates in discussions with Technical Groups and Sales Groups/s Solutions Architects.
Integration
- Implements infrastructure changes and configurations to facilitate integration requirements, ensuring compatibility and scalability.
Infrastructure Support and Administration
- Handles infrastructure setup and configuration tasks.
- Responsible for managing MICTS internal network, infrastructure and cloud.
Platform Support and Administration
- Responsible for Client On-premise Infrastructure needed for Managed ICT Service delivery.
Technical Security Controls Support and Administration
- Implements and maintains of all the security controls
- Responsible for Client on-premise Infrastructure needed for Managed ICT Service delivery.
Availability Management
- Implements and maintains infrastructure and platforms to meet availability requirements.
- Consulted for technical insights or requirements related to infrastructure availability.
Capacity and Performance Management
- Monitors and maintains internal infrastructure and platforms to support Managed ICT Service delivery.
- Performs basic and complex troubleshooting efforts to address performance issues and implements performance optimization strategies.
IT Service Continuity Management
- Assumes IT Service/Business Continuity role.
- Administers and maintains internal infrastructure and platforms.
- Monitors performance and health of critical components.
Risk Management
- Identifies and assesses risks associated with internal infrastructure and platforms.
- Implements risk mitigation measures and controls to reduce exposure to identified risks.
- Participates in risk management planning and coordination efforts.
Service Level Management
- Follows key metrics defined in the Service Level Agreement (SLA).
Operational Level Management
- Follows key metrics defined in the Operational Level Agreement (OLA).
- Collects, analyzes data and identifies areas for improvement.
- Addresses performance issues and implements corrective actions.
- Adheres to set targets and Operational Level Agreements (OLA) with the internal customers.
Member of the Internal Change Advisory Board and Project Implementation Team
- Executes tasks and activities to support the implementation of approved changes and projects.
Provides 2nd Level Support to internal customers.
- Diagnoses and resolves complex infrastructure and platform issues.
Manages escalation to 3rd Level Support (Other Technical Groups and/or Third Parties)
- Identifies and triages issues requiring escalation to 3rd Level Support.
Access Management
- Conducts regular checking to identify and remediate access-related issues.
- Implements and guides engineers on complex security controls and procedures.
Incident Management
- Identifies root causes and implements corrective actions.
IT Facilities Management
- Maintains the IT facilities infrastructure and escalation to Corporate Admin.
- Monitors and troubleshoots complex infrastructure facilities.
IT Asset Management
- Executes asset lifecycle management processes, from procurement to disposal.
IT Operations Management
- Implements security measures, operational procedures, optimizations and best practices for resource management.
Problem Management
- Implements corrective and preventive actions and measures.
III. QUALIFICATIONS
A. Minimum Education
- Must be a graduate of Computer Studies/Computer Engineering/Information Technology/Electronics Engineering or equivalent.
B. Minimum Experience/Training
- With at least 3 years of work experience as a System or Network and Security Administrator.
- Trainings and/or certifications on any of the following domains:
- IT Service Management
- IT Infrastructure (Network, Servers, Cloud, APM, NMS, etc.)
- Cybersecurity and/or Information Security
IV. WORKING CONDITIONS
- Reporting to the company’s main office in Makati City on a hybrid work arrangement.
- Shifting schedule
- Collaborate physically and/or virtually with internal and external stakeholders.
- May travel for face-to-face client meetings, company-sponsored conferences, and related marketing events.
- Attend training and acquire certifications that are applicable to the role.