ITSM Consultant For Microfocus Products
- Experience : 3 - 5 years of Experience
- Job Location : Doha Qatar (Leading IT Company)
- Position : 2 Years contract (renewable )
- Salary : QAR 8000 ~ QAR 10000
Job Description :
- Monitor the health and performance of ITSM Infrastructure or Microfocus/Servicenow products.
- Daily monitoring and troubleshooting of service pods, Kubernetes, disk space on all servers and databases, backup jobs for databases and services
- Work with premium support representative from Microfocus to resolve escalated incidents and system malfunctions
- Support infrastructure teams during planned maintenance activities to bring down and up ITSM Services
- Monitor High Availability cluster and resolve any performance issues
- Works with Linux Infrastructure, Storage and AD Authentication Teams for maintaining system stability and optimal performance
- Monitor, renew and apply all SSL security certificates on SMAX nodes, database servers and Operations Orchestrator servers, as well as SAML certificates
- Understand, review and approve changes related to ITSM systems after consulting team leadership
- Maintain and check operation of all Connect IT Schedulers and interfaces to maintain synchronization of users, assets, user groups and user to Directorate assignments
- Work with System Administrator on all related issues
- Pass the knowledge of system engineering to System Administrator
- Adhere to ITSM processes and guidelines related to changes and incident resolution
- Provide ITSM reports on weekly basis
- Provide data analysis on related operational activities to process owners
- All above are part of Event Management operation, which will need to be automated for self-detection and self-healing
- To pick the skills for automation activities
- To further monitor activities generated by ITSM systems to be involved in continuous system improvement and enhancement.
Skills Required:
- Experience providing technical support for complex enterprise software solutions
- Experience with Linux, Dockers and Kubernetes
- Experience with networking (Sockets, HTTP, LDAP, SSL, IMAP)
- Must be able to understand Bash scripts, JavaScript code and perform thread / heap dump analysis
- Ability to write basic scripts in a common scripting language such as Python, Bash, Groovy, etc. in order to automate frequent operations or perform analysis
- Exceptional communication skills and a positive customer-centric attitude
- Advanced problem solving skills
- Organized, self-starter with an ability to follow through on issues under minimal supervision
- Ability to multi-task and quickly shift contexts
Tools :
- ITSM and associated tools (HPSM, ServiceNow, SMAX etc)
- Configuration Management Systems (SCCM, UCMDB, Asset Manager, Universal Discovery)
- Deployment of container technologies (Docker, Kubernetes, etc.)
- SQL and databases (MS SQL, Oracle, Postgres)
- ADFS and SAML single sign-on technology
- Deployment/Configuration of Cloud platforms such AWS, Azure and GCP
