Technical Operations Centre Engineer

Job description

Who we are

Ilkari is a privately-held start-up based in Dublin, Ireland.

We deliver hyper-private scale innovation and technology to safeguard and secure data, enabling true data sovereignty even as the pace of change accelerates.

Our best-in-breed sovereign technology delivers privacy and control over where companies' data resides, where it flows, and how it's accessed.

We're here to rewrite the story of data sovereignty – empowering innovators, pioneers and visionaries to make their mark.

We believe the sky is not the limit.

We strive for the perfect balance of simplicity and excellence in everything we do, and we're looking for people who are ready to join our journey and rewrite the story of data sovereignty.

Role overview

As a Technical Operations Centre Engineer, you will be responsible for monitoring, maintaining, and troubleshooting network, cloud and infrastructure components within a multi-site data centre environment.

Your primary objective is to ensure the optimal performance, availability, and security of all systems and services housed in the data centre.

This role demands a technical background, excellent problem-solving skills, and the ability to identify, prioritise, and resolve issues while keeping relevant stakeholders informed.

What you'll do

Proactive Monitoring:

• Monitor data centre network, servers, storage, cloud and other critical infrastructure components, supporting both production and non-production environments.
  
  

Incident Response:

• Respond promptly to system alerts, alarms, service degradation, and incidents, diagnosing and resolving issues to minimise downtime.
  
  

Process Development:

• Develop processes, procedures, and documentation necessary for achieving service excellence.
  
  

Incident Documentation:

• Document incidents, actions taken, and resolutions in a detailed and timely manner.
  
  

Routine Maintenance:

• Conduct routine maintenance tasks on data centre hardware, including servers, switches, routers, and storage systems.
  
  

System Upgrades:

• Perform firmware and software upgrades to ensure systems are running on the latest secure versions.
  
  

Collaboration:

• Collaborate with other teams for scheduled maintenance activities and maintain communication regarding ongoing issues.
  
  

Security Incident Management:

• Detect, analyse, and respond to systems and security incidents while maintaining and suggesting improvements to incident and problem processes.
  
  

Outage Management:

• Act as a focal point for outages until restoration, maintaining, escalating, and updating T.O.C. - related tickets.
  
  

Service Delivery:

• Collaborate with IT, network, systems, and security teams to ensure seamless operation of data centre services, delivering on internal KPIs and adhering to SLAs for service delivery to other departments.
  
  

Service Provider Interaction:

• Maintain direct contact with service providers and third parties.
  
  

ITIL Best Practices:

• Utilise ITIL best practices to handle service requests, incidents, and change requests.
  
  

Knowledge Base Management:

• Create new and update existing knowledge base articles.
  
  

Shift Work:

• Participate in a 24×7 shift rotation, including nights and weekends, and provide additional shift cover when required (overtime will be paid).
  
  

What are we looking for

• Bachelor's degree in Information Technology, Computer Science, or a related field.
  
  
• Excellent communication skills in English, essential for delivering information to both technical and non-technical teams.
  
  
• Proven experience in a T.O.C. or call centre for cloud services environment
• Strong customer focus, with effective communication skills and the ability to work collaboratively in a team environment.
  
  
• Highly motivated with a positive attitude and eagerness to learn new skills and technologies.
  
  
• Knowledge of standard hardware and software.
  
  
• Experience supporting IT equipment or related technology.
  
  
• Familiarity with monitoring tools.
  
  
• Experience with the responds to alerts and cybersecurity events by applying containment, investigation, and reporting protocols to minimize impact.
  
  
• Experience with monitors datacenter systems and networks in real time to detect unauthorized access, anomalies, or potential cyberattacks.
  
  
• Experience in production/non-production environments, specifically within a mission-critical 24x7x365 data centre environment.
  
  
• Excellent troubleshooting and problem-solving skills.
  
  
• Proactive approach to spotting problems, identifying areas for improvement, and addressing performance bottlenecks.
  
  
• Knowledge of networking protocols, server technologies, and storage systems (preferred).
  
  
• Understanding of security best practices and compliance standards.
  
  

What's in it for you

• A friendly, inclusive and multicultural environment - We are made up of over 20 nationalities.
  
  
• Private health insurance.
  
  
• Gym reimbursement.
  
  
• Learning Pocket for personal development.
  
  
• Family coverage plan in a multidisciplinary centre (psychology, nutrition, legal & financial advice, image consulting, physical activity, veterinary, etc.).
  
  
• Generous referral bonus programme.
  
  
• In-company English lessons at different levels with native teachers.
  
  
• Three paid volunteering days each year.
  
  
• Possibility of enjoying your holiday period before completing the first year with us.
  
  

Required Skill Profession

Other General