Service Operation Analyst | Hybrid - Contractual

ESOL IT SERVICES INC.; Philippines; Hybrid; PHP 893,000 - 1,339,000; Full time

Job summary

ESOL IT SERVICES INC. is seeking a Platform Management professional on a 20-month contract with hybrid work setup (3x on-site) to ensure the availability of applications and infrastructure.

Responsibilities include monitoring resources, performing morning and evening health checks, SQL DBA tasks, Windows/Middleware administration, AXWAY workflows, vulnerability remediation, DR/AR support, and vendor coordination. Strong incident management and shift handover skills are essential.

Responsibilities

• Monitor and manage application and system resources, including processes, online interfaces, file systems, and CPU/memory utilization.
• Perform daily morning and evening system health checks to ensure application and infrastructure availability.
• Perform SQL DBA activities, including database backup and restoration; coordination with the TAF team for replication and Always On activities; database security and access management.
• Manage Windows and Middleware activities, including server access and administration; coordination for server patch management; disk space monitoring and cleanup; SSL/TLS certificate renewals; AXWAY workflow management, including CFT/ST; vulnerability remediation and tracking using Qualys and EPA.
• Support Application Resilience (AR), Disaster Recovery (DR), and application-related service management activities.
• Coordinate with Netsol and TAF-P teams for application and infrastructure support; coordinate planned maintenance, deployments, and issue resolution with vendors; monitor vendor deliverables and ensure timely completion of planned activities.
• Perform daily operational activities, including GTM handling, database backups, log-file sharing, and system monitoring; morning and evening checks for early detection of faults; initial troubleshooting for globally managed applications and systems; manage configurations and provide access to customers; support routine operational activities and timely resolution or escalation of issues.
• Handle Ascent, DTP, and RMW incidents and service requests; support JIRA and Confluence access; manage incidents and escalation.
• Provide regular P1 and P2 incident communications; keep stakeholders informed about high-priority incidents, business impact, progress, and resolution status.
• Perform Datafix and Hotfix deployments across Production and Non-Production environments; conduct post-deployment validation and issue resolution when required.
• Ensure clear shift handover of open, pending, and completed tasks; document incidents and planned changes; maintain continuity across shifts.
• Ensure high availability and stability of applications and infrastructure; follow operational, security, change management, and incident processes; collaborate with internal teams, vendors, and global stakeholders.

Job description

Position Type: Contract - 20 months

Work Set up:Hybrid | 3x On site

Platform Management

• Monitor and manage application and system resources, including processes, online interfaces, file systems, and CPU/memory utilization.

• Perform daily morning and evening system health checks to ensure application and infrastructure availability.

• Perform SQL DBA activities, including:

  • Database backup and restoration.

  • Coordination with the TAF team for replication and Always On activities.

  • Database security and access management.

• Manage Windows and Middleware activities, including:

  • Server access and administration.

  • Coordination for server patch management.

  • Disk space monitoring and cleanup.

  • SSL/TLS certificate renewals.

  • AXWAY workflow management, including CFT/ST.

  • Vulnerability remediation and tracking using Qualys and EPA.

• Support Application Resilience (AR), Disaster Recovery (DR), and application-related service management activities.

Vendor Management

• Coordinate with Netsol and TAF-P teams for application and infrastructure support.

• Coordinate planned maintenance, infrastructure activities, deployments, and issue resolution with vendors.

• Monitor vendor deliverables and ensure timely completion of planned activities.

Routine Operations & Monitoring

• Perform daily operational activities, including GTM handling, database backups, log-file sharing, and system monitoring.

• Conduct morning and evening checks for early detection of application and infrastructure faults.

• Perform initial troubleshooting for globally managed applications and systems.

• Manage application configurations and support required configuration changes.

• Provide application and server access to customers as per approved procedures.

• Support routine operational activities and ensure timely resolution or escalation of issues.

Incident & Service Management

• Handle Ascent, DTP, and RMW incidents and service requests.

• Support JIRA and Confluence access and related service requests.

• Manage application and infrastructure-related incidents, requests, and operational activities.

• Perform initial investigation and troubleshooting before escalating issues to relevant teams.

Stakeholder Communication

• Provide regular P1 and P2 incident communications to relevant stakeholders.

• Keep stakeholders informed about high-priority incidents, business impact, progress, and resolution status.

• Coordinate with relevant technical and support teams to ensure timely communication and issue resolution.

Deployment Management

• Perform Datafix and Hotfix deployments across Production and Non-Production environments.

• Coordinate with relevant teams to ensure deployments are performed safely and within approved processes.

• Conduct post-deployment validation and support issue resolution when required.

Shift Handover & Knowledge Continuity

• Ensure a clear and comprehensive handover of open, pending, and completed tasks to the next shift.

• Document important incidents, ongoing activities, planned changes, and follow-up actions.

• Maintain continuity across shifts and minimize information loss during handovers.

Key Responsibilities

• Ensure high availability and stability of applications and infrastructure.

• Proactively identify and address potential issues before they impact business operations.

• Follow operational, security, change management, and incident management processes.

• Collaborate effectively with internal teams, vendors, and global stakeholders.

• Maintain accurate operational records and ensure timely escalation of critical issues.