Project-based On-Site Engineer  

REPORTS TO: On-Site Operations Manager and TOC Head

SUPERVISING: On-Site Support Engineer

FUNCTIONS & PRINCIPAL ACTIVITIES

CORE RESPONSIBILITIES

To accomplish all assigned tasks by the management in a timely and effective manner as deemed necessary for the betterment of the organization.

BUSINESS RELATIONSHIP MANAGEMENT

To professionally represent Trends management; enriching client relationships and providing expertise, composure and competence.

SERVICE OPERATIONS MANAGEMENT

Reviews and approves advisory

Reporting to immediate head on significant events that happened on the assigned shift and ensuring smooth and orderly transition to the incoming team member.

SERVICE OPERATIONS MANAGEMENT - EVENT & MONITORING MANAGEMENT

Provide assistance and appropriate actions in remediation of critical infrastructure incidents.

To ensure events and activities are properly coordinated between On-Site Team and SOC/NOC teams

SERVICE OPERATIONS MANAGEMENT - INCIDENT MANAGEMENT

To coordinate with Incident Manager and support client communications whenever necessary.

SERVICE OPERATIONS MANAGEMENT - PROBLEM MANAGEMENT

To coordinate with Problem Manager and support client communications whenever necessary.

ORGANIZATIONAL DEVELOPMENT - TEAM MANAGEMENT

Supervises the On-Site operations and ensure it is in accordance with the support and operation policies, protocols and procedures

Train and coach new member going on board, specifically on policies and process

Responsible for providing task assignments for resource within his team

Conduct performance review of his team members

CHANGE MANAGEMENT

To supervise the implementation of changes.

INFORMATION MANAGEMENT

To promote and contribute to TOC's information and knowledge repository.

DEGREE: Must be a graduate of Computer Studies/Computer Engineering/Information Technology/Electronics Engineering or equivalent

EXPERIENCE:

Have at least 4 years working experience in a NOC Operations environment

Have at least 3 years working experience in a Operations Support

(Level 3) environment monitoring mission critical systems

Have at least 2 years working experience as a Supervisor/Team-Lead in an Operations Support (Level 3) environment

TECHNICAL SKILLS:

(A) IP Networking

(A) Monitoring Systems

(A) Network Troubleshooting

(A) System Troubleshooting

(I) Application/Web Programming

(A) ITIL

(A) Cybersecurity Fundamentals

(A) Firewall intrusion detection, prevention and protocols

(A) Identity and access manager principles

(A) Secure Network Architecture

(F) - Familiar / 0-12 months

(N) - Novice / 1-2 years

(I) - Intermediate / 3-4 years

(A) - Advanced / > 5 years

COMMUNICATION SKILLS

(A) Speaks clearly and can be easily understood.

(A) Expresses & speaks ideas in a logical and organized sequence.

(A) Writes clearly, concisely and effectively.

(A) Expresses ideas in a logical and organized sequence in written form.

(F) - Familiar / 0-12 months

(N) - Novice / 1-2 years

(I) - Intermediate / 3-4 years

(A) - Advanced / > 5 years

With at least 4 years’ experience in coordinating with partners & clients

ABILITIES:

Must work well under pressure

Must have good interpersonal skills

Must be proactive when identifying potential issues

Must show strong & effective coaching capabilities

Must show strong customer management skills

Must prepare well-organized and comprehensive reports tailored to its audience

Able to effectively assess tasks & risks to prioritize work

Able to approach a complex task by breaking it down into its component parts and considering each part in detail

TRAININGS & CERTIFICATIONS REQUIREMENT:

ITIL Foundation

Cisco Certified Network Associate (CCNA)

Routing and Switching

Wireless

TRAINING & CERTIFICATION DEVELOPMENT:

Technical Traning

Windows Admin

Linux Admin

Cisco Certified Network Professional (CCNP)

Routing and Switching

Wireless

Management Training (Salt & Light)

Developing Excellent Supervisors

People & Performance Management

Coaching & Mentoring Essentials

21 Irrefutable Laws of Leadership (John Maxwell

• Strong analytical and planning skills;
• Good communication and presentation skills;
• Excellent problem-solving skills;
• Must work well under pressure
• Must have good interpersonal skills
• Must be proactive when identifying potential issues
• Must show strong & effective coaching capabilities
• Must show strong customer management skills
• Must prepare well-organized and comprehensive reports tailored to its audience
• Able to effectively assess tasks & risks to prioritize work
• Able to approach a complex task by breaking it down into its component parts and considering each part in detail