Profile Details%100Decision Making Parameters: The job holder handles his/her duties within the framework of responsibilities and boundaries identified with this role and in accordance with standard practices.Consults with Infrastructure and IT Security leads/Management on any non-routine action prior to executing; all duties shall be performed through proper channel and in compliance with adopted policies and procedures. Key Result Responsibilities: Support, configuration, maintenance and upgrading of all networks and infrastructures for corporations.Monitor the network and systems for faults and perform analysis of alerts and events using monitoring tools.Provide technical support to end-users, and helpdesk support team, and escalate issues to senior analysts if required.Investigate, troubleshoot, and resolve network, system, and application issues that arise, and document solutions and processes for future reference.Perform regular system backups and disaster recovery procedures to ensure business continuity.Build SOPs for all activities in SOC/NOCMonitor Security logs and dashboards to identify anomalies/incidents/suspicious activities and act according to SOPsIdentify potential security breaches and take necessary actions to prevent them.Help building use cases and dashboards for SOC/NOCInstall, configure, and maintain network and system hardware and software, including servers, routers, switches, and firewalls.Collaborate with other IT teams to ensure that all systems are running smoothly and to resolve cross-functional issues. Working Relationships / Communication Internal ExternalAll DepartmentsDevelopment TeamsService Hub & InfrastructureBusiness ManagersSupport Function (HR & Finance)Suppliers, VendorsBusiness PartnersAir Arabia Group of CompaniesAirports, Civil Aviation, SASOthers as neededJob Competencies ( Knowledge, Skills, Abilities) Behavioural LevelDelivering ResultsCommunicationCustomer FocusBusiness ThinkingAgilityCommitted to ExcellenceLeadershipBeginnerIntermediateIntermediateBeginnerBeginnerIntermediateBeginnerFunctional/TechnicalLevelStandards, Policies and ProceduresBenchmarkingTechnology and DevelopmentCreativity & InnovationAdaptabilityrJob SpecificationsQualifications (Academic, training, languages, etc.) Bachelor Degree in IT Engineering/Computer Science/Information Technology.ITIL Certified.CCNA/CCNP/ CCIE/ MCSE/ RHEL/Cloud Certification.Fluent in English Language.Work Experience/Other Competencies(Internal candidates may be exempted from certain requirements based on experience and competency).6 months of internship experience in enterprise level IT environment, 24x7 critical operations as Infrastructure Engineer in any service industry, implementing, troubleshooting, and maintaining virtual environments.Holistic IT Knowledge in heterogeneous technology environments - experience with different types of end-to-end technology stacks; windows / Linux operating systems or equivalent experienceBasic knowledge of network protocols and services such as TCP/IP, DNS, DHCP, SMTP, and HTTP.Basic knowledge of network infrastructure components such as routers, switches, firewalls, and load balancers.Familiarity with monitoring tools and concepts such as SNMP, Syslog, and NetFlow.Good communication skills and the ability to work in a team environment.Strong problem-solving skills and attention to detail.Willingness to work flexible hours, including weekends and holidays, and be on-call as required.Key Performance Indicators % Adherence to SLA commitments% Adherence to IT service management processes% Adherence to committed work schedulesActions proposed and undertaken to minimise risk to IT environment % reliability of sources and tools provided.% Cost-efficiency in sourced networking tools

Role & responsibilitiesJob SummaryYou will be responsible for Level 2 production support to handle the tickets raised by the L1 team. You should be good in analysis of the existing design and code for issue resolution and bug fixing. You will play an important role and guide the team in implementation of automation in ticket resolution and also for repetitive routine tasks. You will need to have capability to coordinate the bug fixing effort with the L3 team. You will be ensuring the best possible performance and responsiveness of the applications and identify bottlenecks & bugs. You will be adhering to various SLA management processes and tools.ISA (Information Systems Associates) is a premier in the field of Information Technology providing best-of-breed technology solutions for the global travel and aviation industry since 2005. We offer a wide range of tailor-made aviation technology solutions which cater to every aspect of the organization. We have proven our expertise and proficiency over the years and have attracted scores of prestigious clients around the world. We are headquartered in Sharjah UAE, while the Research and Development center is in Colombo, Sri Lanka. www.isa.aeWe are a 100% owned subsidiary of Air Arabia. Since making our debut with ACCELaero, a modern online reservation system, we have strongly evolved adopting cutting edge technology to meet the ever-growing demands of the aviation sector today. ACCELaero is a deep portfolio of powerful high performance technologies and integrated solutions to help you grow. Spread over a broad range of business and customer management pillars, ACCELaero addresses recognized industry problems and raises the opportunity bar. aeroPORT is a suite of products with rich graphical user interfaces and optimized performance to manage passengers and aircrafts before departure. aeroMART is a suite of software applications that enables the airlines, airports to sell ticket, ancillaries and airport services to their customers through multiple distribution channelsKey Result AreasCommunications skills and clearness in your reporting and communication.Knowledge in the Java programming languages you use.Knowledge in the Spring Framework and libraries you use.Knowledge in the tool-sets you use.Analytical thinking and experience (practical when you design the architecture of the thing prior to coding it).Technological understanding (ability to see your new thing in a wider perspective, for example how a small library fits into a large project or product).Creativity (finding better ways to achieve your project goals).Coding (testable code, clean reusable code, maintainable code, readable code, bug-free code, beautiful code).Correctness(few bugs, few iterations with refactoring).Application performance (the application does what its supposed to do without wasting CPU, memory or other resources).Learning (your ability to learn about and use new technologies, protocols, libraries, or even languages as needed).Durability (to stay on track no matter what, even when you feel dead bored, or in way over your head).Adherence to Effort and ScheduleTeam Mentoring - Mentoring of the team members on technical and other aspectsAutomation - Implement automation possibilities to reduce effort and increase reuse.Essentials Skills -Strong service orientationITIL Certification a plusExcellent customer communication skillsStrong Experience in Core Java, Spring, Maven, AKKA framework (Nice to Have)Experience in developing and using REST APIs on Spring-MVC, Play Framework is critical.Two year of working experience in any one DB of Neo4j, Cassandra, ElasticSearch is preferableExposure to Samza & Kafka is added advantageKnowledge of Azure is added advantageComfortable with source code repository Github. (Must have)Basic understanding of html5, css 3, javascript and angular jsGood debugging skills using Google Chrome developer tools