The RA Front Office is responsible for monitoring all events that occur to allow normal operations and to detect and escalate exception conditions. The RA Front Office is also responsible for managing real time configuration of the service on a day to day basis and service reporting.
The Front Office Engineer should initially during the service implementation work on setting up the RA Front Office including its processes, roles and tools based on instructions from the RA project team.
The Front Office Engineer should then work with operations in the RA Front Office. Focus should be on Event Management and Element Management for the RA service (i.e. monitoring of all events that occur in the RA environment to allow normal operations as well as detecting and escalating exception conditions) but also on Service Reporting.
The Front Office Engineer has opportunities to take a future Lead role in the RA Front Office.
Education
o MSc. or other academic degree in Computer Science or Engineering
Professional skill requirements
o Experience with service monitoring/logs/alarm handling (3+ years)
o Experience with Incident management
o Experience from working with tools used for service monitoring/logs/alarm handling and incident management
o Experience with ITIL Framework and support in general
o Experience with Citrix Technology and having a holistic understanding of the RA components:
§ Citrix Receiver
§ XenApp
§ NetScalers
§ StoreFront
o Experience with Network operations
o Good understanding of and experience in both Windows and Linux/Unix environment
o Knowledge of datacenter- and server operational components
o Fluency in English
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