Administrate onsite L2/L3 operations for Smart Services Solutions to ensure high availability, performance, security, and compliance of platforms and supporting Applications Services and Backend Infrastructure. Manage and Own end-to-end production support, monitoring, incident/problem management, vendor coordination, change execution, and continuous improvement across Smart Services technologies [EV, IoT, Signage, IBMS, Irrigation, Environmental Package, Security System, Emergency Solutions, integrations, and related components).
Lead and manage the L2 and L3 Support Operations around the clock.
Ensure SLAs & KPIs are achieved as per contract (uptime, response time, stability).
Conduct and govern daily application and platform health checks (apps, services, integrations, jobs, dependencies).
Maintain and continuously improve runbooks (startup/shutdown, failover, troubleshooting, known errors, escalation matrix).
Build/maintain monitoring coverage: dashboards, alerts, and smart rules aligned with business requirements.
Proactively analyze logs/metrics to detect degradation trends and prevent outages.
Automate operational routines and housekeeping tasks to reduce manual work and repeat incidents.
Incident, Problem & RCA Management (L2/L3)
Own the incident lifecycle end-to-end: triage, diagnosis, workaround, permanent fix coordination.
Drive stakeholder communications, status updates, and restoration timelines.
Lead RCA collection for major incidents and ensure corrective/preventive actions are tracked and closed.
Application, Platform & Server Administration
Manage application services, service accounts, scheduled tasks, configurations, and environment parameters.
Perform OS-level administration for application servers (Windows/Linux): restarts, capacity checks (CPU/RAM/Disk), performance tuning, and hardening alignment.
Coordinate and execute platform/application patching and upgrades with validation and rollback readiness.
Validate backups and restore readiness with relevant infra teams.
Change, Release, Testing & Acceptance
Prepare and manage Change Requests (CRs): impact, risk, rollback, implementation steps, and maintenance windows execution.
Coordinate testing, deployments, smoke tests, and obtain stakeholder acceptance/sign-off.
Maintain change calendar and ensure stakeholder notifications.
Security, Compliance & Governance
Ensure platforms comply with Enterprise Architecture, Cybersecurity controls, and government regulations.
Coordinate vulnerability remediation through patching and configuration fixes.
Manage and renew SSL/TLS certificates (CSR, PFX/PEM, TLS configuration) and prevent expiry incidents.
Ensure access controls follow least privilege, approvals, and audit requirements.
Stakeholder, Vendor & Business Coordination
Act as primary onsite interface for vendors: raise tickets, follow up, enforce timelines, and escalate as needed.
Coordinate with stakeholders for new integrations and deployments.
Engage business owners to capture requirements and ensure delivery alignment.
Documentation, Reporting & Service Performance
Maintain inventory of applications, servers, versions, certificates, licenses, and integrations.
Generate agreed performance and business reports (weekly/monthly): availability, SLA adherence, incidents, recurring issues, improvement actions.
Maintain as-built documentation and service maps (components + dependencies).
License & Certificate Management
Own application licensing tracking, renewals, compliance, and vendor alignment.
Maintain certificate renewal plan, expiry tracking, and evidence documentation.
