Operations Engineer

The Programme

At Atos, as the global leader in secure and decarbonized digital, our purpose is to help design the future of the information space. Together we bring the diversity of our people’s skills and backgrounds to make the right choices with our clients, for our company and for our own futures. 
  
The Enterprise Operation Centre (EOC) Service provides remote centralized monitoring for IT services. Monitoring is provided for hardware and software infrastructure to ensure that any exceptions that arise are identified and handled promptly by the operations team. 
  
EMC Service monitors devices proactively through the use of tools and if alarms are detected, appropriate actions will be taken by the operations engineers on duty. 
  
Effective monitoring is accomplished by the relevant tools polling the monitored devices at periodic intervals. Monitoring can be also extended by fault management and operational control. 
  
An operations engineer is responsible for the monitoring of infrastructure and applications including server, network, storage, backup, database and applications, delivered on a full remote basis, running on 12-hour shifts with the team covering 24-by-7. 
 
The activities and tasks to be undertaken by operations engineers (also known as operators) are to:

• Monitor, execute and control processing on the required computing platforms and equipment so that IT services and output are delivered in accordance with the prescribed standards, procedures, security, and service level requirements. 
• Monitor, execute and control all online and batch processing in accordance to production schedules on the required computing platforms. 
• Gather and process all input files and transactions in accordance to the laid-down procedures. 
• Execute and control the required computer reports, including electronically transmitted reports via systems 
• Update all tickets, registers, logs and checklists accurately after performing the necessary tasks and actions. 
• Take and receive all customer and support calls in a professional and courteous manner as well as providing relevant and authorized information/status/updates within the scope of EOC-KL. 
• Perform callouts and escalation as per the work instructions and/or when the situation requires it by communicating the appropriate information effectively to the relevant support and/or customer. 
• Log incident tickets and assign them to the correct support groups for alerts/messages as and when the procedures and situations require such actions, in a timely manner within the agreed response time.

EMC-Operations Engineer – Roles & Responsibilities

Role Profile Version: 1.0 Confidential:

• Undertake tasks and perform work in accordance with the scope of services provided by EOC-KL 
• Participate in Disaster Recovery and other scheduled activities for EOC-KL and the respective customers/accounts, held at the Offsite DR Centre or BCP Site. 
• When required, provide Service line services during non-Service line hours. 
• Ensure effective escalation of problems to seniors/team leads/shift leaders, and responsible for seamless hand-over of work to colleagues in the subsequent shift. 
• Ensure that all access into systems/applications/tools and physical access to the Command Centre (also known as EOC-KL work area) is in accordance with EOC Operations standards and compliant to ISO 27001 Information Security Management Systems – absolutely no sharing of user ID, passwords, token and access tag.

Other Responsibilities:

• Monitor all internal hardware, software (tools) and environmental equipment and escalate incidences of any failure to respective team leaders and/or shift leaders/team managers. 
• Perform housekeeping and other tasks assigned by the Shift Leader/Team Manager from time to time. 
• Pack and control delivery of vital records to offsite storage locations. 
• Keep up to date with changes in the IT systems of the customer and industry. 
• Provide input to resolve customer complaints and dissatisfaction issues. 
• Keep up to date with new and emerging technologies. 
• Assist with the coaching and development of new and less experienced staff.

Required Skills and Abilities

• Diploma or Bachelor Degree in IT / Computer Science or equivalent. 
• Relevant foundation training/certification is an added advantage – for example, ITIL Foundation.

About Us: 
 
Atos is a global leader in digital transformation with 95,000 employees and annual revenue of c. €11 billion.  
 
European number one in cybersecurity, cloud and high-performance computing, the Group provides tailored end-to-end solutions for all industries in 69 countries.  
 
A pioneer in decarbonization services and products, Atos is committed to a secure and decarbonized digital for its clients Atos is a SE (Societas Europaea), listed on Euronext Paris.  
 
The purpose of Atos is to help design the future of the information space. Its expertise and services support the development of knowledge, education and research in a multicultural approach and contribute to the development of scientific and technological excellence.  
 
Across the world, the Group enables its customers and employees, and members of societies at large to live, work and develop sustainably, in a safe and secure information space.