Field Engineer Network L2

Job description for Filed Engineer Network L2 IT Operations

Roles and responsibilities

• The requirement for the L2 engineers is to manage and administrate DXN Airport Infrastructure including Fortinet firewalls and VMWare virtualization servers farms.
• These include but are not limited to troubleshooting and resolving network and servers/virtualization infrastructure incidents and problems, implementing new, making changes and configuration management of existing infrastructure assets and RMA and capacity management of these assets.
• Preference is to have candidates with experience of both skillsets

Customer Focus

• Maintain high levels of customer service providing efficient and effective support in a friendly and professional manner

The ideal candidate must have the following qualifications and experience:

1. Tertiary education in IT and/or infrastructure related (Diploma/Degree).

2. Network Certification –

   Up to date Professional Certification for Networking (CCNP, CCIP, CCDP, JCNIP, FCP, etc.) Cisco, Juniper or Fortinet Network or FW Professional

3. Network Experience –

   Minimum 03 years in implementing, configuring and administrating 2/3 tier network infra including Fortinet Firewalls. DELL switching experience good to have but not mandatory

4. Server/Virtualization Certification

   – Up to date Professional Certificate for Virtualization (VCP, NCP etc.)

5. Server/Virtualization Experience

   – Minimum 03 years in implementing, configuring and administrating VMWare, snapshots, clones, VM, storage, Network management

6. Linux and Windows Servers OS –

   Preferred but not mandatory

Note: that Item (3) and (5) on the experience is mandatory while we can accommodate lower certification in item (2) and (4) like Associate against Professional e.g. CCNA > CCNP/CCIP, VCA against VCP.

To be successful in the role, it is essential that candidate possess the following qualities and competencies:

• Exceptional communication skills (verbal and written)
• Quick and methodical troubleshooting skills
• A self-starter, with a 'can do' attitude and a strong client focus
• Conscientious, self-motivated and have a positive working attitude
• Meticulous work ethic
• Ability to work independently
• Willing to work shift – 24x7

Roles and responsibilities

• Provide 24/7 support including Incident, Change and Problem Management for critical infrastructure
• Collaborate with internal teams and vendors to resolve technical issues and improve overall system reliability
• Maintain accurate and up-to-date documentation of operational procedures
• Ensure compliance with organizational policies, procedures, and industry regulations

• Incident Management -

  the engineer is required to adhere to the ITIL incident management process ensuring that incidents are logged and prioritized as per definition and are managed to resolution within the Service Level KPI targets. The Supplier is required to engage with 3rd parties commercially engaged by Amadeus for support if and when required

• Problem Management -

  the engineer is required to adhere to the ITIL problem management process and proactively identify repetitive incidents for which there is a common root cause and log these with the required supporting evidence according to the Amadeus problem management process. This includes hardware and software related incidents

• Change Management -

  the engineer is required to adhere to the ITIL change management process and the Amadeus change management process which requires that all changes are logged and approved by the Amadeus Change Control Board. For any unsuccessful changes, the engineer is required to draft a Post-Change Review (PCR) for Amadeus approval, documenting the sequence of actions that resulted in unsuccessful change and SMART actions to prevent a recurrence

• Service Level Management –

  the engineer is required to adhere to the ITIL service level management process to ensure ongoing compliance with the Service Level Agreement with a drive towards continual performance improvement

• Spare Parts Management –

  the engineer is required to administer the provided spare parts inventory to maximize the availability of on-site equipment and minimize the consumption of spare parts. The engineers must effectively manage the timeous replenishment of the inventory according to the procedures provided by Amadeus Manufacturing who will provide additional spare parts as required

• Preventative maintenance -

  the engineer is required to follow the procedures and timing for the specified preventative maintenance tasks uploading evidence to a shared location specified by Amadeus which will be used for auditing purposes
• Develop and maintain operational documentation including
• Documentation on all operations procedures, equipment and software for which engineer is responsible.
• Documenting procedures to be utilized by the Amadeus Engineer for the correct use of the services by the users

Preventive Maintenance Standard

• Preventative Maintenance will be carried out by the engineers when:
• the system is not in use, and in a way that reduces the risk of disrupting the service or affecting the operations of the users
• in accordance with Amadeus and/or the manufacturers requirements, guidelines, and professional standards
• in such a way that will not affect the service levels
• on all calibration sensitive equipment (e.g., printer devices) to seek an appropriate minimum quality of printing and reading