InterCall Asia Pacific (Makati, Philippines) 23 days ago




Responsible for the entire day-to-day administration of assigned platform, including troubleshooting and resolving problems as they arise; develop plans and processes designed to improve long-term capabilities of system; ensure platform or system is operating correctly at all times without over-utilizing resources and is recognizing connections with other applicable machines on the network; develop new tools and procedures aimed at making platform maintenance more effective and efficient, identifying processes that can be automated


Systems Administration - Configure and maintain assigned platform and/or system, which includes properly mapping and compiling the operating system and ensuring appropriate software is available to do so

* Ensure platform or system is operating correctly at all times without over-utilizing resources and is recognizing connections with other applicable machines on the network

* Regularly add and delete user logins and maintain user accounts; provide system security by checking files and directories for access, checking password changes, and restricting access by outside users on the platform or system

* Configure system security via file permissions, host trusting, etc.

* Ensure that processes and procedures are in place to perform system backups according to departmental procedures

* May configure toll free numbers into the platform or system, assigning the correct labels and skill groups

* Schedule and implement system backups and data storage processes

* Assign and monitor system resources such as disk space, processor time, and network bandwidth, ensuring a file system is cleaned when it fills

* Balance work across all available operating systems in an effort to maintain system load

* Assist in ordering, planning, and installing new or used hardware, as requested

* May install and test client file transfers adhering to departmental policies and procedures

* Set up batch jobs to run repeatedly as requested, ensuring process runs according to schedule

* Install all new versions of software and/or hardware on applicable units, coordinating upgrades with appropriate departmental staff

* Perform proactive analysis of platform data (i.e., disk utilization, system load, etc.), to predict overloads or failures and correct these problems ahead of time

* Ensure that the system is running correctly and that as much of the equipment is in service as possible

* Maintain all documentation related to systems administration

Process Development - Develop new tools and procedures aimed at making platform maintenance more effective and efficient, identifying processes that can be automated

* Maintain documentation of new tools and procedures, ensuring stored in proper format

* Monitor operating system capacity for long-term effectiveness, implementing changes aimed at improving capabilities

* Handle critical administration projects (i.e., system growth and expansion, disaster recovery,

etc.), identifying and monitoring the resources involved in the project and ensuring the project is

progressing and completed by established deadline

* Prepare thorough reports related to critical administration projects, detailing future potentials

for problems and solutions for avoidance

Research and Reporting - As requested, perform routine research of platform or system

capabilities and performance (i.e., call volume, etc.), utilizing results to resolve any issues

* Provide timely and accurate executive level reports on research conducted and pertinent results

to assess the services levels West provides to clients

Problem Resolution - Proactively oversee the activities involved in quality resolution of

problems related to area of responsibility • Respond with a sense of urgency to problems

escalated to employee's level • Escalate to supervisor any situation outside the employee's

control that could adversely impact the services being provided • Place the highest priority

on providing quality customer service by ensuring the unique needs of customers are met

• Ensure quality resolution and thorough and accurate documentation of customer issues

• Provide analysis and feedback to management staff and appropriate departments

regarding recurring problems, recommending improvements aimed at reducing future

occurrences of problems • Participate in creating, administering, and continuously

updating procedures for resolution of all related issues

Team Interfaces - Establish and maintain a professional relationship with team members and

department contacts

* Cooperate with team members to meet goals or complete tasks

* Escalate work flow and communication issues to supervisor

* Treat all internal/external customers and team members with dignity/respect

Related Duties as Assigned - -

* The job description documents the general nature and level of work but is not intended to be a

comprehensive list of all activities, duties, and responsibilities required of job incumbents

* Consequently, job incumbents may be asked to perform other duties as required

* Also note, that reasonable accommodations may be made to enable individuals with disabilities

to perform the functions outlined above

* Please contact your local Employee Relations representative to request a review of any such






Applicant for this job will be expected to meet the following minimum qualifications.


* Degree from an accredited college or university required. Equivalent work experience in a

similar position may be substituted for educational requirements.


* Minimum one year experience administering and maintaining an operating system is required.

One year experience in call center operations or telecommunications preferred

* Advanced work in pursuit of a Bachelors degree (e.g., junior and senior year, etc.) in computer

science, MIS, or a related field can be substituted for one year of system experience


* Based on area of responsibility and departmental need, knowledge of: one program platform

(Tandem, Windows, Unix [e.g., AIX, HP-UX, SCO, Solaris, Linux], Citrix, Geotel, or Web [e.g.,

Web Logic or IIS]) is required and knowledge of one standard programming language (e.g., C,

SQL, Visual Basic, C++, COBOL, HTML, PERL, TACL, People Code etc.) is preferred

* Knowlege of shell scripting (e.g., ksh, bash, tcl, perl) is preferred


* Suite of office software packages

* Based on assigned area, Geo Tel Intelligent Call Router fundamentals

* Based on assigned area, 1 year experience PeopleSoft 8.3 administration or higher experience


* Based on assigned area, 1 year SQL 2000 database experience preferred

* Based on assigned area, 1 year Dell hardware experience preferred

* Based on assigned area, 1 year BEA Weblogic experience preferred

* Based on assigned area, Citrix Administrator certification preferred

* Based on assigned area, Citrix Enterprise Administrator certification preferred

* Based on assigned area, Citrix Integration Architect certification preferred

* Based on assigned area, 1 year supporting and troubleshooting hardware to include IBM,

RS6000, Sun, Intel and HP preferred

* Based on assigned area, experience in a large server environment (e.g., 500 - 1000+ machines)



:   Technical  

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