Associate Systems Engineer for 24X7 FANZ Support
Job Purpose:
- Enter commands to activate controls on computer and peripheral equipment.
- Respond to program error messages by finding and correcting problems or terminating the program.
- To provide quality, error-free computer operations assistance to clients and internal staff.
- To successfully complete batch operations schedules using various batch scheduling tools
- Backup in line with client requirements
- To meet personal and team key performance indicators and ensure service provided is in accordance with the relevant Service Level Agreements.
- To assist with operations projects and adhoc tasks when necessary.
- To promote and maintain optimum client satisfaction.
Responsibilities
Key Result Area Tasks/Activities
Operations
• Using supplied monitoring tools, ensure timely and appropriate response to alerts raised on all monitored systems.
• Update Remedy / USD /TSD regularly and accurately, and ensure data integrity.
• Offer good customer service to clients by way of fast and correct responses to requests and assist where possible in trouble-shooting.
• Other duties as directed.
Skill Level
• Maintain a current technical skills set in line with computer operations.
• Achieve and maintain detailed knowledge in the tools and processes used within the department.
• Give and receive internal training on operations specific tasks.
• Achieve personal and team KPI’s.
• Attend training sessions.
Processing
• Carry out simple batch processing, archiving, backup, restore, support, security and other duties on approved schedules, checklist and work instructions.
• Ensure operator error-free processing of clients batch schedule.
• Respond accordingly to backup and processing errors.
• Follow any client specific procedure and return error-free results.
Documentation
• Assist in the production of reports by providing correct data, and compiling when requested.
Security
• Ensure the confidentiality and security of data is maintained.
• Obtain and maintain awareness of customer specific security policies.
• Personally adhere to the Fujitsu Australia Security policies to ensure that Fujitsu and customer information and technology resources are protected in line with confidentiality, integrity and availability principles as well as specific Service Level Agreements.
Professionalism
• Meet all service level agreement deadlines.
• Assist in maintaining a pleasant and efficient working environment by way of strong teamwork and a professional attitude, and when necessary assisting colleagues in task completion.
• Ensure appropriate phone and email etiquette is followed at all times.
• Successfully complete other tasks when requested.
Tools
The correct and timely use of the following management tools –
• USD / TSD / Remedy
• Control M Batch Scheduler
• Backup Tools
• CA Unicenter Components
• Service Level Agreements
• E-mail
• Policy and procedures
• Operations Manual
• HP Openview
• Tivoli
• Monitoring Tools (TNG)
• Fujitsu Internal Intranet
• Internet reference sites
