The IOC Engineer is part of a team that runs the Integrated Operations Centre (IOC). His primary responsibility is to ensure maximum possible service availability and performance; provision services on core equipment, and; provide support services for internal and external customers.
This role is quite diverse and demands a holistic understanding of the network and services. IOC Engineers are expected to work independently, but within the framework of processes that have been defined by management. More importantly, this is not a static role; it is a dynamic role that requires an eagerness for continuous education and self-learning.
- Identify and respond to faults on the network/services infrastructure, escalate service impacting incidents to management, and coordinate with third parties’ suppliers, all through to resolution.
- Provision network elements, systems/servers, and applications/services, as well as customer services on the core infrastructure.
- Respond to customer calls and address their requests for service troubleshooting or re-configuration within the parameters of their subscribed service and SLA.
- Implement server/network builds/installs and application installs/upgrades, as well as applying software patches to any component integrating the changes to the infrastructure into the IOC network/service management systems.
- Manage and maintain the IOC network/service management systems.
- Maintain system/network documentation, operational logs, and all manuals of processes and procedures used throughout normal operations.
- Continuously develop knowledge and skills in network and system administration, particularly with regard to our own architecture and platforms. Identify for management required resources for effective self-learning.
- Participate in a 24×7 call-out rotation should a requirement develop.