Associate Operations Centre Support Engineer
The Associate Operations Centre Support Engineer is responsible for monitoring and identifying incidents in hardware and software components across the organisation. He/She analyses problems, performs troubleshooting and incident response on the system. He is also responsible for maintaining technical and systems documentation. He works in a team setting and is proficient in database systems, network and infrastructure, and monitoring tools and techniques required by the organisation. He is also familiar with the relevant software platforms on which the solutions are deployed. The Associate Operations Centre Support Engineer has strong critical thinking skills to identify issues, and is passionate about analysing and resolving problems, and addressing technical challenges.
What Does a Associate Operations Centre Support Engineer Do?
Key Responsibilities & Tasks
Monitor systems performance
- Monitor performance and capacity of computer systems to ensure stable operations
- Identify issues, alerts, or malfunctions in software and/or hardware components
- Gather data for network health check reports for software and hardware teams
- Prepare and document system health check documents for software and hardware teams
Resolve network-related incidents
- Identify and respond to network-related incidents
- Adhere to organisational policies, procedures and protocols when resolving network-related incidents
- Administer service requests
- Escalate unresolved network-related incidents
Oversee service level agreements and service improvements
- Assist in developing service-level objectives and targets
- Maintain log of service level performance metrics
- Suggest improvements for procedures and controls to enhance performance and client satisfaction
- Identify recurring incidents and potential issues for senior management
Do You Have the Skills for This Role?
A Associate Operations Centre Support Engineer needs 4 core competencies. Here's what's required and at what level.
Supporting Skills
Communication
BasicInteracting with Others
Collaboration
BasicInteracting with Others
Problem Solving
BasicThinking Critically
Customer Orientation
BasicInteracting with Others
SkillsFuture Skill Levels
3 levelsBasic
Recognise and understand fundamental concepts. Apply skills in routine situations with guidance.
Intermediate
Apply skills in varied situations independently. Analyse problems and adapt approaches as needed.
Advanced
Lead and innovate in complex situations. Evaluate strategies, guide teams, and drive improvements.
Technical Skills & Competencies (TSC) Levels
6 levelsFollow
Carry out routine tasks under close supervision. Follow established procedures and guidelines.
Assist
Perform tasks with some independence. Assist in non-routine situations and apply established techniques.
Apply
Apply skills and knowledge independently in varied situations. Analyse problems and adapt approaches.
Analyse
Analyse complex situations and develop solutions. Guide and mentor junior colleagues.
Strategise
Set strategic direction and drive innovation. Evaluate trade-offs and make high-impact decisions.
Transform
Lead industry transformation. Establish standards, shape policy, and provide expert advisory.
Technical Skills & Competencies
A Associate Operations Centre Support Engineer requires 11 technical skills at specific proficiency levels.
Process Improvement and Optimisation
Level 3Business and Project Management
Identify and Implement the adoption of process improvement and optimisation methods
Project Management
Level 3Business and Project Management
Oversee small projects or programmes, managing timelines, resources, risks and stakeholdersOversee small projects or programmes, managing timelines, resources, risks and stakeholders
Service Level Management
Level 3Stakeholder and Contract Management
Monitor service levels, review and report service delivery deviations
Stakeholder Management
Level 3Stakeholder and Contract Management
Serve as the organisation's main contact point for stakeholder communications, clarifying responsibilities among stakholders, and engaging them to align expectations
Business Needs Analysis
Level 2Business and Project Management
Document business requirements and identify basic needs as well as potential solutions
Configuration Tracking
Level 2Development and Implementation
Verify accuracy, completeness and currency of information in configuration logs and review unauthorised changes, diversions or inappropriate use of software assets
Cyber and Data Breach Incident Management
Level 2Operations and User Support
Provide real-time incident and status reporting, and identify affected systems and user groups
Data Centre Facilities Management
Level 2Operations and User Support
Maintain required performance and security levels of data centre hardware and facility systems, and conduct routine installation or decommissioning of equipment
Infrastructure Support
Level 2Operations and User Support
Analyse issues or incidents encountered by users and conduct troubleshooting, and roll out upgrades
IT Asset Management
Level 2Operations and User Support
Procure and categorise IT assets across different lifecycle stages, and monitor IT asset levels regularly
Procurement
Level 2Stakeholder and Contract Management
Conduct research and simple quality, risk and security checks on IT vendors, preparing draft documents and materials required in the procurement process
European Skills Framework
ESCOSkills and knowledge areas required for this occupation based on European classification.
Essential
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