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Rogers Capital Technology Services - Service Operation Centre ( S.OC)

Job from Rogers in Information and Communication Technology (ICT) - 10 Jun 2018

Outline of job role and purpose
Outline of ob role and purpose

  • Responsible for monitoring and troubleshooting of processes, system events and recovery, providing service management for all Network, Windows and/or UNIX based systems for RCTS
  •  Participate in 24 x 7 monitoring and troubleshooting of all Service Operations Center monitored services.
  •  Work collaboratively with services and engineering team to provide continuing service management and support on all production systems
  •  Provide support and maintenance for all current and new systems
  •  Monitor event console identifying patterns of activity that could warrant technical intervention to resolve prior to a production outage
  •  Participate in an on-call and/or shift rotation that provides 24x7x365 coverage, including management and monitoring of mission critical systems and networks 
  •  Develop knowledge base articles and work instructions for use by department and inclusion into knowledge base of record
  •  Follow RCTS process work flows to ensure operational tasks and activities are being followed for incident, request,change and event management 
  •  Follow the change management process for operational change tasks to ensure compliance for change management 
  •  Escalate critical tickets to appropriate support team and monitor tickets for response from support teams ensuring customers are supported
  •  Evaluate documented resolutions, analyse trends, develop, and improve processes and procedures that are efficient and restore customer services quickly
  •  Work as part of a team with similar tasked Analysts in a diverse, engaging, supportive and respectful manner


Candidate profile and qualifications

  • Diploma in IT 
  • Microsoft server administration or virtualisation certification
  •  Other professional certifications: Linux, Cisco and oracle certification will be a definite advantage 
  • Experience in providing customer support
  •  Foundational experience in any of the following areas of information technology, to include hardware,networking, architecture, protocols, file systems and operating systems
  • Holder of a valid Driver’s License 

Job skills, knowledge & attitudes

  • Demonstrated knowledge of networking (TCP/IP, topology, and security), operating systems (Windows/UNIX), and web technologies (IIS, Apache)
  • Ability to read and understand system data, including, but not limited to, Network event logs, security event logs, system logs, and firewall logs 
  •  Ability to work weekends, holidays, or alternate non-traditional schedules and shifts
  •  Show initiative on assignments, exercises independent judgment and professionally executes projects with little direction