To proactively conduct operational monitoring and troubleshooting for IT infrastructure and IT services of the Bank and to resolve issues that arise from hardware and software failures as well as escalate them accordingly by acting as a central communication coordinator for the related departments.
- Monitor and optimize monitoring system to keep critical alarm alert as priority.
- Perform initial alarm analysis to identify the problems followed by restoration if possible or act as first level support.
- Keep management notified and updated or other business units informed during system outage.
- Troubleshoot and escalate the issue or incident by coordinating with relevant teams or vendor to resolve the issue as soon as possible and ensure compliance with the agreed SLA.
- Regularly review the performance of IT infrastructure devices and services to prevent unexpected abnormalities or outages occurring.
- Manage and respond to request or incident by opening trouble ticket and following up until the case is closed within SLA.
- Keep tracking and documenting all IT infrastructure’s guideline and diagram to ensure it’s up to date and well organized.
- Perform proper handover and takeover daily duties of each shift by clearly indicating all completed and remaining task to follow up.
- Communicate and liaise with all other departments and notify appropriate parties immediately of any issues which may affect efficient operations including, but not limited to, outages, service disruptions.
- Prepare weekly and monthly report of IT infrastructure services availability.
- Perform other tasks as assigned by line manager.
- Bachelor's degree in Information Technology, Computer Science, or related field.
- Minimum two years of experience in IT monitoring and troubleshooting of IT infrastructure in banking or telecom industry.
- Experience with monitoring systems such as Zabbix, Grafana, CheckMK, Nagios, Cacti, or other monitoring tools.
- Good understanding of Window and Linux administration.
- Good understanding of networking concepts including IP protocol, subnetting, VLAN, DHCP, DNS, VPN, DPLC, MPLS, switching, and routing protocols. Basic understanding of database structures.
- Basic understanding of data center environment, VMware environment, and components such as cooling, power supply, backup generator, etc.
- Demonstration of analytical and problem-solving skills.
- Commitment to learn and develop all necessary technical skills.
- Proactiveness, commitment and good teamwork.
- Ability to work in a shift rotation 24/7 daily, weekend and public holiday.
- Ability to use and communicate in both Khmer and English.
