System Engineering Consultant

Job Description:

Brief Job / Project Description:

Lead onsite L2/L3 operations for Smart Services Solutions to ensure high availability, performance, security, and compliance of platforms and supporting infrastructure. Manage the L1 operations team (8x5) and own end-to-end production support, monitoring, incident/problem management, vendor coordination, change execution, and continuous improvement across Smart Services technologies (EV, IoT, Signage, IBMS integrations, and related components).

Key Responsibilities:

1) Leadership, Operations & SLA Ownership

• Lead and manage the L1 support team (8x5) for monitoring and day-to-day operations.
• Ensure SLAs & KPIs are achieved as per contract (uptime, response time, stability).
• Conduct and govern daily application and platform health checks (apps, services, integrations, jobs, dependencies).
• Maintain and continuously improve runbooks (startup/shutdown, failover, troubleshooting, known errors, escalation matrix).

2) Monitoring, Automation & Proactive Support

• Build/maintain monitoring coverage: dashboards, alerts, and smart rules aligned with business requirements.
• Proactively analyze logs/metrics to detect degradation trends and prevent outages.
• Automate operational routines and housekeeping tasks to reduce manual work and repeat incidents.

3) Incident, Problem & RCA Management (L2/L3)

• Own the incident lifecycle end-to-end: triage, diagnosis, workaround, permanent fix coordination.
• Drive stakeholder communications, status updates, and restoration timelines.
• Lead RCA collection for major incidents and ensure corrective/preventive actions are tracked and closed.

4) Application, Platform & Server Administration

• Manage application services, service accounts, scheduled tasks, configurations, and environment parameters.
• Perform OS-level administration for application servers (Windows/Linux): restarts, capacity checks (CPU/RAM/Disk), performance tuning, and hardening alignment.
• Coordinate and execute platform/application patching and upgrades with validation and rollback readiness.
• Validate backups and restore readiness with relevant infra teams.

5) Change, Release, Testing & Acceptance

• Prepare and manage Change Requests (CRs): impact, risk, rollback, implementation steps, and maintenance windows execution.
• Coordinate testing, deployments, smoke tests, and obtain stakeholder acceptance/sign-off.
• Maintain change calendar and ensure stakeholder notifications.

6) Security, Compliance & Governance

• Ensure platforms comply with Enterprise Architecture, Cybersecurity controls, and government regulations.
• Coordinate vulnerability remediation through patching and configuration fixes.
• Manage and renew SSL/TLS certificates (CSR, PFX/PEM, TLS configuration) and prevent expiry incidents.
• Ensure access controls follow least privilege, approvals, and audit requirements.

7) Stakeholder, Vendor & Business Coordination

• Act as primary onsite interface for vendors: raise tickets, follow up, enforce timelines, and escalate as needed.
• Coordinate with stakeholders for new integrations and deployments.
• Engage business owners to capture requirements and ensure delivery alignment.

8) Documentation, Reporting & Service Performance

• Maintain inventory of applications, servers, versions, certificates, licenses, and integrations.
• Generate agreed performance and business reports (weekly/monthly): availability, SLA adherence, incidents, recurring issues, improvement actions.
• Maintain as-built documentation and service maps (components + dependencies).

9) License & Certificate Management

• Own application licensing tracking, renewals, compliance, and vendor alignment.
• Maintain certificate renewal plan, expiry tracking, and evidence documentation.

10) Continuous Improvement

• Identify key operational improvements (monitoring enhancements, automation, thresholds).
• Reduce repeat incidents through preventive maintenance and root-cause elimination.

Deliverables / Expected Outcomes:

• Daily health check confirmation + exception reporting
• Incident tickets with timelines, actions, and stakeholder updates
• RCA documents and action tracking for major incidents
• Updated runbooks, service maps, and operational documentation
• Certificate renewal plan and expiry tracking
• Monthly service report (availability, incidents, improvements, KPI/SLA performance)

Lead onsite L2/L3 operations for Smart Services Solutions to ensure high availability, performance, security, and compliance of platforms and supporting infrastructure. Manage the L1 operations team (8x5) and own end-to-end production support, monitoring, incident/problem management, vendor coordination, change execution, and continuous improvement across Smart Services technologies (EV, IoT, Signage, IBMS integrations, and related components).

Job Requirements:

Mandatory Technical Skills:

10+ years in Application Operations / Production Support (L2/L3), with leadership/team management experience.

• Strong hands-on experience in Windows/Linux server and Kubernetes administration.

• Strong troubleshooting and stakeholder communication skills.

• Experience with:

• Monitoring & log analysis (APM/log tools, dashboards)
• Web services & integrations (REST APIs, auth, tokens, gateways)
• Implementing(CSR, PFX/PEM, TLS)
• Databases (health checks, queries basics, backup verification)
• Reverse proxy / load balancer concepts, IIS/NGINX basics

Tools / Platforms / Technologies:

• EV Services Platforms (backend apps, integrations, APIs, dashboards)
• IoT Platforms (device onboarding, telemetry/data pipelines, middleware, APIs)
• Digital Signage / Workplace Screens: Appspace (content platform, players, device enrollment, licensing)
• IBMS / BMS integrations (connectors, data exchange, reporting interfaces)
• Windows Server / Linux Server and Kubernetes administration
• Web / Reverse Proxy: IIS, NGINX, Apache
• Load Balancers: F5 / HAProxy / NGINX LB (as applicable)
• Monitoring & APM: Dynatrace / AppDynamics / Zabbix / PRTG (as applicable)
• Log Management / SIEM: Splunk / ELK (Elastic) / Microsoft Sentinel / Graylog (as applicable)
• Certificates & Security: SSL/TLS, CSR, PFX/PEM, hardening alignment, vulnerability remediation coordination
• Databases: Microsoft SQL Server / PostgreSQL / MySQL (health checks, basic queries, backup verification)
• Middleware / Messaging: RabbitMQ / Kafka (as applicable)
• Scheduling / Jobs: Windows Task Scheduler, Cron
• ITSM / Ticketing: ServiceNow / Jira Service Management
• Documentation / Knowledge Base: Confluence
• DevOps / CI-CD: Azure DevOps / Jenkins / GitLab CI, Git version control
• Reporting: SLA/KPI dashboards, operational performance & availability reports

Preferred / Nice-to-Have Skills:

• Smart Services domain experience (EV, IoT, Digital Signage/Appspace, IBMS/BMS integrations)
• Proven team leadership for L1/L2 operations (8x5), including shift handover and task governance
• Strong incident/problem management (Major Incidents, RCA leadership, CAPA tracking/closure)
• Monitoring & observability expertise (APM tuning, alert optimization, dashboarding, SLA/SLO reporting)
• Automation & scripting (PowerShell/Python/Bash) to reduce manual ops and improve reliability
• Integration troubleshooting skills (REST APIs, OAuth/tokens, gateways, JSON, Postman)
• Performance & capacity management (baselining, thresholds, CPU/RAM/Disk planning)
• Security & compliance mindset (TLS hardening, vulnerability remediation, least-privilege access)
• Change & release management excellence (risk/impact, rollback planning, maintenance execution)
• Strong vendor & stakeholder management (ticket follow-up, escalations, service reviews, clear communications)

Certifications (if any):

• Certified Information Systems Security Professional (CISSP)
• AWS Certified SysOps Administrator – Associate
• Linux Foundation Certified System Administrator (LFCS) / RHCSA
• Certified Kubernetes Administrator (CKA)
• ITIL Foundation Certification

Equal opportunity:

All qualified applicants will receive consideration for employment without regard to age, religion, gender, nationality or disability. All qualified candidates will be considered in the process