Blue Label Telecoms
Job Purpose
This position will report into the BluNOVA AWS Service Manager and will support in the monitoring and management of BluNOVA’s AWS and application environment including first line business support, in-line with Blue Label support policies and objectives.
Key Responsibilities
Triaging emergent issues using a ticketing system.
Researching, diagnosing, troubleshooting, and identifying solutions to resolve issues.
Providing updates on the overall health of BluNOVA applications and systems
Working with cross-functional teams – both internal and external.
Following standard procedures for proper escalation of unresolved issues to the appropriate teams.
Adhering to SLAs for specific issues with respect to the severity of the issue.
Providing prompt and accurate feedback to customers and stakeholders.
Documenting knowledge and learnings for the benefit of colleagues and business continuity.
Provide support and take accountability for enhancements and new developments, particularly focused on AWS cloud infrastructure and software development
Requirements
Competencies
Collaborates
Adaptability
Ensures Accountability
Optimises Work Processes
Education
Bachelor’s degree (BSc.) or Diploma in Engineering, Computer Science, Information Technology.
Experience
Experience in dealing with customers during problem resolution and operating efficiently under pressure.
Understanding of distributed and service-oriented architectures.
Understanding of TCP/IP networking and troubleshooting.
Proficiency with MS Office, SQL and CloudWatch.
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