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DCO Engineer

Description:

SLA Management

  • Provide necessary support in the delivery of committed customer services as stipulated in the customer contract agreement
  • Contribute in ensuring smooth operation and efficient performance of the Data Center Infrastructure achieving 99.5% Uptime and excellent quality of voice services
  • Manage and achieve KPIs, Metrics, quality standard, and other objectives as required
  • Deliver high quality service and achieve near zero defects
  • Respond and manage assigned tickets in accordance with committed customer service level

Maintenance Support

  • Conduct NOC-DCO support responsibilities in accordance with defined service objectives in compliance with documented policies and procedures
  • Manage and support assigned Data Center Infrastructure support requirements such network, systems, monitoring, voice systems, telco lines, cabling, etc.
  • Provide engineering support and guidance for assigned systems including production, research, test, and POC systems
  • Provide 24/7 on-call support as required in handling NOC-DCO support requirement
  • Manage assigned tasks such as installation, configuration, upgrades, and patching of hardware and software
  • Manage the proper execution and resolution of issues and tickets raised that needs immediate and ‘expert’ attention in a timely manner
  • Provide support and assistance to other teams as needed during development, POC, design, and emergency situations
  • Set support priorities, balancing response to support requests with the need to follow planned processes and procedures
  • Respond to emergency situations as needed for the purpose of resolving escalated technical concerns in accordance with agreed customer SLA
  • Manage support escalation and coordinating with NOC-DCO process and procedures in a timely manner

Innovation

  • Conduct research and development in DataOne related systems and services as required
  • Researches trends, products, equipment, developments, etc. for the purpose of recommending purchases, process improvement, enhancements, and/or deploying new products
  • Contribute in developing new product and enhancements of existing DataOne Systems and products to meet customer requirements and improve DataOne industry competitiveness

Asset Management & Inventory

  • Contribute in managing the inventory of DataOne assets such networking and systems infrastructure assets
  • Contribute in managing NOC-DCO systems resources and assets for the purpose of delivering services in compliance with established guidelines and/or objectives
  • Contribute in managing, conducting, and maintaining accurate NOC-DCO systems inventory assets including maintenance contract, renewal, and expiry as required

Security & Compliance

  • Responsible for ensuring security and integrity of DataOne NOC-DCO systems such as network, systems, telecoms, and other related systems.
  • Ensures Compliance to the requirements as defined in QMS/ Information Security Policy/PCIDSS/ISO
  • Comply with Security Team standards, alerts, warnings, notifications, and patches implementation in a strict, accurate, and urgent manner

Documentation & Processes

  • Prepare written materials (e.g. procedures, system level documentation, reports, memos, letters, etc.) for the purpose of documenting activities, reports, providing written reference, and/or conveying recommended equipment, supplies and materials for the purpose of acquiring required items and completing assigned Projects effectively
  • Comply with IT standard documented processes and DataOne documented policies

Customer Management

  • Manage customer relationship and coordination in a professional manner
  • Manage delivery of committed customer support in a timely manner
  • Communicate and respond to customer calls and communications in accordance with mandated processes and procedures

Reports

  • Generate and provide reports and documentations as required by the Management

Training/Communications

  • Conduct technical trainings to other Engineers to facilitate knowledge transfer
  • Attend required technical trainings and certifications as required to fully fulfilling job deliverables
  • Prepare and conduct technical presentations catered to different levels of the organization



Requirements:

  • Degree holder in Engineering and or Information Technology
  • 1+ years of hands on experience in handling complex network and Voice environments
  • Working Knowledge on networking equipment such as Cisco, and technologies such, BGP Routing, MPLS, VPN, Leased Line, ISDN, etc.
  • Knowledge in working with Server OS, Windows or Linux OS
  • CCNA, CCNP Routing or VMWare certification preferred
  • Working knowledge in computers, networks, monitoring, etc. is an advantage
  • Familiar with Back up and DR Solutions
  • Knowledge of the following: Security, Network Infrastructure, Structured Cabling, Project Management
  • Experience in vendor, customer, and telco management
  • Strong troubleshooting and analytic skills
  • ISO 9001, ISO 27001, PCIDSS, and ITIL knowledge will be an advantage
  • Capable of preparing and conducting technical presentations catered to different levels of the organization
  • Excellent in oral and written English communication skills

Salary: ₱20000 - ₱25000
Address: 6F IBM Plaza Eastwood City Cyberpark E. Rodriguez Jr., Ave Barangay Bagumbayan Quezon City