Software Development Engineer - Service Management

Role Responsibilities

• Proactively monitor and investigate logs across Windows, VMware, and HyperV environments.
• Perform troubleshooting to identify the root cause of issues and locate affected services or devices.
• Implement restoration and resolution steps, including updates based on troubleshooting findings.
• Support issue resolution by collaborating with L3 SMEs and third-party vendor technicians if required.
• Gather information from vendors and customers, track tickets, and ensure SLA adherence.
• Ensure process compliance by preparing detailed reports on action plans and updates for the next shift.
• Continuously track and escalate tickets when SLA deviations occur, ensuring prompt resolution.

Job Requirements

• Graduate in Engineering or Science; Postgraduate preferred.
• OS 201, Windows Server Administration, and VMware certifications are desirable.
• Strong troubleshooting, issue resolution, and service management experience.
• Knowledge of clustering, antivirus management tools, and the ability to automate monitoring tasks using scripts.
• Experience with proactive monitoring and ensuring compliance with internal processes for issue resolution and ticket tracking.