Ernst Grosse-Heitmeyer

Deep dive troubleshooting, analysis and fault-finding across a wide range of technology stacks using analysis tools.

Compiling and verifying comprehensive Root Cause Analysis reports for operational issues in the environment.

Provide technical leadership and mentoring to Automation and Operations Support teams and service owners.

Provide enablement of automation, monitoring and troubleshooting tools and methodologies.

Provide availability, performance monitoring and incident response.

Ensure that I&O Platforms technology stacks have the required monitoring and reporting in place.

Assist with the automation of operational processes and procedures, monitoring, reporting.

Investigate opportunities for optimization of technology stacks.

Work with service owners to address vulnerabilities and security concerns.

Work closely with the I&O Platform architect in driving the operational requirements of architectural updates, upgrades, POC's.

Provide support and enablement for containerized environments, specifically Kubernetes.

Responsible for the automation, enablement, availability, performance, monitoring, and incident response, among other things, of the platforms and services that our company runs and owns.

Set of general requirements like diagrams, dependencies of other services, monitoring and logging plans, backups and possible high availability setups.

Set rules, by creating the tools needed to automate all the processes. (Change Management and Deployments).

Focus on alignment to business outcomes.

Continuously improve observability to ensure the uptime and reliability of our applications and infrastructure.

Comfort with frequent, incremental code testing and deployment.

Working closely with architects and developers.

Collaborating with the relevant developer to report, troubleshoot, and repair operational issues and performing and automating software deployments.

Linux System/ Application Support Analyst

Providing service to business operations system development and supporting all Linux system environments. Responsible for the stability of Linux system environments.

Overseeing all transitions into production and non-production environments.

Monitoring information systems for stability and performance.

Assisting in second level support of the IT system in all environments.

Maximizing support and service to users and systems developments staff.

System maintenance and release management to ensure maximum uptime and quality.

Monitoring and trend analysis of system, where applicable, to highlight potential problems.

IT Outbound Call Centre support

Responsible for desktop support to a team of 320 people. This involves both hardware and software support.

Provides support for Asterisk (Linux) dial system, supplies management information and loads new agents.

Install, support and maintain networks.

Supports agents where they experience problems with:

• Assisting with Java and validation errors
• New Market applications not capturing on the system
• Policies not submitting online
• Applications not going through to Quality Assurers
• Linking agents correctly to workflow
• General lead rules queries (call statuses)

Assist forensics with call results and call details on Asterisk PABX.

Server changes (Interface and DHCPD changes).

Provides firewall server support.

Monitors VOIP port on QuesCom units, using the QuesCom Management Console.