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.