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OSS Engineer

Salary undisclosed

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Job Summary:

We are looking for an OSS Engineer specializing in support and services to come make a difference. As a potential employee of HCL, you'll work with smart and inspiring people.

OSS provides local and agreed remote site support for all local IT services. Support includes handling of user incidents and requests, management of different infrastructure and application components together with the service owner, service centres and the operation teams. The job holder independently manages and develops certain assigned responsibilities by seeking contribution from colleagues. In addition, he/she may occasionally participate to development projects when agreed beforehand with the superior.

Key Responsibilities:

  • Conduct support operations on day-to-day basis
  • In cooperation with Infrastructure operations and engineering teams, perform actions to maintain Service Level Objectives as well as security and compliancy tasks
  • In cooperation with Service Owners, conduct service management operations for local and legacy services
  • Strive for continuous improvement to improve service and support operations
  • Participate to IT Compliance development for own area (Senior Engineer)
  • Participate to Infra development within own area of expertise (Senior Engineer)
  • Manage business integration with active communication, promotion and deployment of standard IT services, coordination of local key users and handling of possible local escalation cases on own responsibility area. (Senior Engineer)
  • Participation in the Duty Ring at sites/consolidated sites within two hours from home base, where applicable

Experience:

  • Minimum Diploma degree or Bachelor degree in Information Systems or equivalent
  • Must have at least 1 to 3 years of experience in several of technological domains like Servers & Storage, Communication and Managed Desktop Services.
  • IT service delivery competencies, communication skills, ITIL methodology certification or respective knowledge, situation management skills, broad awareness relating to IT infrastructure, agility and flexibility to address critical situation (downtime) in professional manner.

Pre-requisite:

  • Strong service mindset
  • Strong business understanding
  • Deep problem-solving capabilities with in-depth understanding of technology and business interface (Senior Engineer)
  • Experience and knowledge of local application portfolio
  • Good understanding of IT Service Management processes and practices
  • Good communication skills in local language, combined with adequate written and spoken English language capabilities
  • Willingness to travel, not more than 20% of working time