Job Description
Job Title: IT Support Engineer (Level 2)
Job Purpose
The IT Support Engineer is responsible for executing technical operations on a 24/7 basis and serving as the 2nd line of support for IT-related issues. The role ensures the daily functioning of the Bank's infrastructure systems and applications for internal and external users. The incumbent also contributes to system maintenance, troubleshooting, and security compliance.
Key Responsibilities
1. IT Operations & Support
* Perform various technical operations to maintain system availability and performance.
* Act as a 2nd line support contact for IT issues, resolving problems or escalating them when necessary.
* Support users based on available documentation and escalate unresolved queries to 3rd line support.
* Analyze and document IT problems encountered during the work schedule, proposing concrete solutions for process improvement.
2. System Maintenance & Testing
* Conduct maintenance operations and testing activities following predefined procedures and schedules.
* Contribute to the validation and availability of new systems and functionalities.
* Stay updated with technological advancements to ensure knowledge remains relevant and up to date.
3. Security & Compliance
* Receive external technicians, validate their access, escort them, and ensure they comply with security protocols.
* Verify that external interventions are completed and aligned with requested tasks.
* Ensure adherence to security measures and regulatory requirements.
4. Monitoring & Incident Management
* Use monitoring tools to detect and prevent IT system failures.
* Track, analyze, and resolve batch job scheduling issues.
* Maintain incident tracking documentation and follow up on reported problems using Service Now or equivalent tools.
Information Complexity & Decision-Making
* Analyze and integrate IT-related information to design effective solutions.
* Critically assess and draw conclusions from available data to improve processes.
* Develop a broad practical knowledge of IT infrastructure, applications, and documentation.
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Requirements
Technical Skills Required
Operating Systems & Cloud
* Windows (Server, Workstation, O365) & Azure Cloud basics
* Linux / Solaris
Virtualization & Networking
* VMware & VCS
* Networks / Firewall / BigIP (Cisco Nexus, Palo Alto, F5, etc.)
Storage & Backup Management
* SAN/Storage Solutions:
o IBM Storwize (V7000, V5000)
o IBM Flash (FS900, FS9200)
o IBM SVC (Spectrum Virtualize)
o Brocade DCX SAN Switch
* Backup Solutions:
o Veritas NetBackup
o 5330 Veritas Appliances
o Oracle SL4000 Libraries (T10K and LTO8 magnetic cassette readers)
Security & Automation
* Security (certificates, PKI, etc.)
* CA-Autosys (Batch job scheduling via Workload Management Console WLM)
Monitoring & Incident Tracking
* Monitoring Tools:
o MonitorNow (System Integrator)
o JAWS (Batch job monitoring)
o Nagios, Icinga, etc.
* ITIL Process (Fundamentals)
* Familiarity with ServiceNow (or equivalent task/incident tracking tools)
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Soft Skills Required
* Strong team player with a collaborative mindset.
* Willingness to learn and engage in inter-team cooperation.
* Detail-oriented with the ability to track and prioritize tasks effectively.
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Preferred Experience & Qualifications
* No specific certifications required.
* Experience in large-scale IT environments with strict regulatory requirements is highly preferred.