Job Description

About Hansen Hansen (ASX: HSN) is a global provider of software and services to the energy, water, and communications industries. With our award-winning software suite, we help over 600 customers in over 80 countries create and deliver new products and services, engage with customers, and control and manage critical revenue management and customer support processes. We are a culture of persistent problem solvers, together on a journey with our customers striking the right balance between legacy and future advancements. Striving for infinite progression, rather than the perfect destination, our philosophy is rooted in the belief that incremental innovation and co-development, together with our customers, is the pragmatic path forward rather than over-hyped large-scale disruptions.
Role purpose : The purpose of the CMC Engineer is to oversee the monitoring of critical system elements including infrastructure and applications to provide 24/7 proactive operational monitoring and support. This role ensures the continued operation and uptime of our infrastructure, application, and networks for our Customers and the Hansen business.
Key Responsibilities This position is responsible for the management & monitoring of all the cloud environments of Hansen, Datacentres, and our customers. This includes Incidents, request management, and escalations, proactive problem management. Other responsibilities include:

• Providing 24/7 monitoring, application, and infrastructure support for multiple platforms including AWS, Azure, and Hansen Data Centres.
• Monitoring the performance and capacity of computer systems in real-time and responding to alerts as per Service Level Agreements
• Act on the alerts as per Standard Operating Procedures and perform the first line of troubleshooting for all incidents and events
• Troubleshooting application and system issues by addressing alerts related to the production and maintenance servers.
• Performing regular checks on the production stack to ensure the applications, systems, and services are running in an optimal fashion.
• Inform critical service outages to delivery managers and technical support teams of and escalate issues for timely resolution; notify appropriate stakeholders
• Creation of Knowledge base articles and technical documentation of processes and procedures used throughout normal operations.
• Maintain tickets for all events and their lifecycle.
• Continual service improvement with the implementation of automation for incidents and requests in the ITSM tool.
• Participate in the team on-call roster.
  

• Bachelor\xe2\x80\x99s degree in computer science or related field or equivalent work experience
• Around 2+ years\xe2\x80\x99 experience in supporting and monitoring networks, servers, and application systems.
• Basic Networking skills in routers, firewalls, switches, LAN, and WAN monitoring.
• Intermediate Server monitoring and troubleshooting. Windows, Linux platforms.
• Experience in handling crisis bridge and customer calls
• Experience with automation initiatives around incident management and monitoring notifications.
• Assertive written and verbal communication skills.
• Self-managed and strong motivational skills.