Systems Engineer (Day 2 Operations)

Key Responsibilities 1. Incident Management & Troubleshooting Provide onsite technical support for all hardware, system, and application issues under maintenance scope. Assist in incident verification, isolation, and resolution or provision of approved workarounds. Troubleshoot and resolve Level 1 and Level 2 technical issues. Escalate complex or unresolved incidents to Maintenance Team Leader and inform Maintenance Manager accordingly. Respond promptly to service disruptions, system alarms, or performance anomalies. 2. Preventive & Corrective Maintenance Perform daily system health checks and review logs to identify early signs of issues. Execute preventive maintenance activities and carry out corrective actions when required. Perform and verify scheduled backups: daily incremental, hot backups, and weekly full backups. Execute system recovery procedures during service restoration. 3. System Administration Add, remove, or update user account information in coordination with system owners. Reset passwords and manage access controls securely. Monitor system performance and tune systems or databases based on advisory or logs. 4. Patch Management & Upgrades Test and deploy OS patches, firmware upgrades, and software updates. Perform staging and implementation of hardware upgrades and COTS software patches. Ensure all changes adhere to change control and system hardening policies. 5. Hardware & Infrastructure Maintenance Support, troubleshoot, and maintain hardware devices including: Servers (e.g., Dell PowerEdge R750) Firewalls (e.g., FortiGate 1101E) Storage Devices (e.g., Dell EMC XT380/XT480) Switches (e.g., Cisco C9300) UPS & Power Management (e.g., APC Smart UPS, Rack PDU) KVM consoles , HSMs, NTP servers, and mobile computing devices. 6. Software Platform Support Manage and monitor platforms and applications such as: ArcGIS Server , IBM ACE + MQ , Kafka , MongoDB , MS SQL , WebSphere , Elastic Stack , Rocket.Chat Security & Endpoint Tools : Symantec, Carbon Black EDR, CipherTrust, Fortify WebInspect, Keycloak. Monitoring & DevOps Tools : Grafana, Prometheus, GitLab Enterprise, Ansible, OpenShift, Red Hat Satellite. 7. Documentation & Reporting Maintain and update all relevant documentation, including SOPs, maintenance records, system diagrams, and logs. Generate reports on system performance, incident handling, and preventive maintenance activities. 8. Advisory & Continuous Improvement Provide technical advice on infrastructure improvement, system performance tuning, and reliability enhancements. Propose and implement automation where applicable to streamline system monitoring and recovery processes. Requirements Essential Qualifications & Experience Diploma or Degree in Computer Science, Information Systems, or equivalent. Minimum 3 years of experience in IT system administration or infrastructure maintenance roles. Strong knowledge of Linux (RHEL) and Windows Server (2019) environments. Experience with backup systems (e.g., Dell EMC Data Domain, Avamar), firewalls, and enterprise-grade hardware. Familiar with container platforms (e.g., OpenShift), middleware (IBM ACE, WebSphere), databases (SQL, MongoDB), and cloud or hybrid integration platforms. Working knowledge of DevOps tools (Ansible, GitLab, SonarQube). Familiarity with security technologies (Keycloak, CipherTrust, FortiGate, WebInspect). Knowledge of ITIL processes for incident, change, and problem management.