Operations Centre Support Engineer
The Operations Centre Support Engineer works closely with the hardware and software teams in the organisation. He/She is responsible for implementing and installing new software and hardware components across the organisation. He has to ensure the systems are reliable, monitored, and support operations are conducted in a timely manner. He will also collaborate with stakeholders to serve, observe, own, and solve problems through innovation, reducing friction with production deployments, and increasing availability. 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 Operations Centre Support Engineer applies critical thinking skills to resolve complex issues. He also applies creative skills in address technical challenges on the job.
What Does a Operations Centre Support Engineer Do?
Key Responsibilities & Tasks
Implement new systems
- Install software and hardware equipment for users
- Carry out user acceptance tests on installed and/or upgraded equipment
- Oversee integration, compatibility and continuing operations of systems to ensure minimal disruption
- Conduct feasibility studies for implementing new solutions
Monitor systems performance
- Oversee monitoring activities of all systems to ensure stable operations
- Conduct scheduled tests on systems and monitor performance
- Provide updates and resolutions in the event of downtime and/or malfunctions
Resolve network-related incidents
- Analyse and provide technical back-up and third line support when technical incidents arise
- Classify and categorise incidents for escalation
- Evaluate past incidents and prepare reports and documentation for senior stakeholders
- Provide support and recommendations to the affected teams post-incident
Oversee service level agreements and service improvements
- Manage the development of service-level objectives and targets
- Monitor service-level objectives to ensure that requirements are met or exceeded
- Develop client satisfaction metrics and service procedures
- Propose recommendations to improve performance and client satisfaction
Do You Have the Skills for This Role?
A Operations Centre Support Engineer needs 4 core competencies. Here's what's required and at what level.
Supporting Skills
Communication
IntermediateInteracting with Others
Collaboration
IntermediateInteracting 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 Operations Centre Support Engineer requires 18 technical skills at specific proficiency levels.
Business Continuity
Level 4Business and Project Management
Implement business continuity and contingency procedures and exercises
Cyber and Data Breach Incident Management
Level 4Operations and User Support
Develop incident management procedures and synthesise incident-related analyses to distil key insights, resolve incidents and establish mitigating and preventive solutions
Learning and Development
Level 4People Development
Support employees to develop their skills and facilitate learning opportunities and coaching junior management employees
Performance Management
Level 4Operations and User Support
Establish metrics and mechanisms to assess network, software or system performance, and determine Infocomm Technology (ICT) infrastructure components and parameters to be enhanced
Process Improvement and Optimisation
Level 4Business and Project Management
Analyse and develop, review of plans for process improvement and optimisation
Project Management
Level 4Business and Project Management
Plan and drive medium scale projects or programmes, including allocating resources to different parts, and engaging stakeholders on the project's progress and outcomes
Service Level Management
Level 4Stakeholder and Contract Management
Manage fulfilment of service level agreements (SLAs) and resolve issues to maintain overall service levels
Stakeholder Management
Level 4Stakeholder and Contract Management
Develop a stakeholder engagement plan and negotiate with stakeholders to arrive at mutually-beneficial arrangements
System Integration
Level 4Development and Implementation
Determine interoperability of system components and develop a system integration plan
Business Needs Analysis
Level 3Business and Project Management
Elicit and analyse business requirements from key stakeholders and assess relevant solutions and their potential impact
Configuration Tracking
Level 3Development and Implementation
Develop and update a configuration management plan, determining systems and techniques to track changes and revisions
Data Centre Facilities Management
Level 3Operations and User Support
Identify ideal environmental conditions for operations and restore data centre performance against security and service level requirements
Infrastructure Support
Level 3Operations and User Support
Diagnose, troubleshoot and provide end-to-end management of infrastructure disruptions or technical issues encountered by users, and plan infrastructure upgrade activities
IT Asset Management
Level 3Operations and User Support
Determine the IT assets to be procured and guidelines for proper handling, storage and maintenance, and manage the phase-in and phase-out of IT assets
People and Performance Management
Level 3People Development
Implement performance management programmes
Problem Management
Level 3Operations and User Support
Handle specific problems from diagnosis and prioritisation to the identification and implementation of solutions
Procurement
Level 3Stakeholder and Contract Management
Prepare Requests for Proposals (RFP), and assess them against selection criteria and technical specifications, implementing security due diligence review in the vendor selection process
Strategy Implementation
Level 3Strategy Planning and Implementation
Analyse strategies for critical business functions to ensure plans are within risk mitigation factors
European Skills Framework
ESCOSkills and knowledge areas required for this occupation based on European classification.
Essential
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