IT Systems Administrator (L2) CA Spectrum

The IT Systems Administrator is a mid-level job in the IT Systems Administration job family. Their primary responsibility is to assist with ensuring continuous availability of IT services by effectively identifying system requirements, installing upgrades and monitoring system performance for medium complexity systems.

Job Description Key Roles and Responsibilities :

• The CA Spectrum System Administrator takes responsibility for the topology maintenance including device maintenance: naming, duplicates, model type, not connected, removal, new devices. They assist with store connection maintenance and creation and removal including ESM INC's for device maintenance.
• CA Spectrum Administrators ensure that they verify server infrastructure health, including backup schedules, conduct NCM maintenance captures.
• They verify all system integration such as CA Spectrum, CA Performance Manager, CA NFA.
• Working closely with the rest of the team, they maintain the Service manager and are responsible for OneClick user maintenance and User / SNMP maintenance.
• The CA Spectrum System Administrators will produce and supply all ad-hoc device information on request.
• Perform operational tasks to resolve all incidents / requests in a timely manner and within agreed SLA.
• Update tickets with resolution tasks performed.
• Identify, investigate, analyse issues and errors prior to or when they occur and log all such incidents in a timely manner. Capture all required and relevant information for immediate resolution.
• Provide second level support to all incidents, requests and identify the root cause of incidents and problems.
• Communicate with other teams and clients for extending support.
• Execute changes with clear identification of risks and mitigation plans to be captured into the change record.
• Escalate all tickets to seek right focus from CoE and other teams, if needed continue the escalations to management.
• Work with automation teams for effort optimization and automating routine tasks.
• Identify problems and errors before they impact a client’s service.
• Lead and manage all initial client escalation for operational issues.
• Contribute to the change management process by logging all change requests with complete details for standard and non-standard including patching and any other changes to Configuration Items. Ensures all changes are carried out with proper change approvals.
• Plan and execute approved maintenance activities.
• Audit and analyse incident and request tickets for quality and recommends improvements with updates to knowledge articles.
• Produce trend analysis reports for identifying tasks for automation, leading to reduction in tickets and optimization of effort.

Knowledge, Skills and Attributes :

• Ability to communicate and work across different cultures and social groups.
• Ability to plan activities and projects well in advance, and take into account possible changing circumstances.
• Ability to maintain a positive outlook at work.
• Ability to work well in a pressurised environment.
• Ability to work hard and put in longer hours when it is necessary.
• Ability to adapt to changing circumstances.
• Ability to place client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey.

Qualifications :

• Relevant Degree / Diploma in the IT domain will be preferred.
• CCNA qualification or A+ N+ is a requirement.
• CA Spectrum qualifications is a requirement.

Technical competencies and knowledge :

• Understand Enterprise-scale networks (WAN and LAN).
• Understanding Protocols such as (HTTP / S, DHCP, DNS, SMTP, SNMP, NTP, SSH, FTP and other web-based protocols).
• Networking technologies, principles and protocols based on OSI model, TCP / IP, UDP, IP addressing and MAC addresses etc.
• Knowledge of Enterprise Monitoring in a retail environment.
• Knowledge of incident management systems.
• A working knowledge of CentOS or Redhat Linux – understanding applying all basic commands from the command line.

Requirements

• 3 – 5 years’ work experience is essential.
• Must have experience using CA Spectrum Infrastructure Manager at an administrative level.
• Must have a working knowledge of networking in a corporate environment and be familiar working with routers, switches, VLANs, SD-WAN, some Unix scripting.
• Moderate level knowledge in ticketing tools preferably Remedy.