Provide a second level of escalation (L3 support) for Office IT operations. Proficient on supporting any Microsoft System Center family products or application based on Windows either clustered, and or load balanced.
Works on assignments that are extremely complexin nature where a high degree of independent judgment, initiative and technical knowledge are required to resolve problems.
Works independently and has ability to handle most unique situations.
Participates and provides inputs towards implementation of various hardware and software policies and procedures / supportand maintenance.
Involved in performance analysis, capacity analysis and configuration management for servers.
Beable to learn new technologies and then train and lead resources on the technicalprocedures required for deployment. End to End ownership of supported servicesand a acts as mentor for L1 support professionals, participates in training sessions for new comers.
Responsible of maintaining and achieving the agreed SLA.
KPI’s : Number of Trouble tickets closed verses Number of Trouble tickets assigned. Number of Trouble tickets closed successfully verses Number of Trouble tickets closed.
Number of trouble tickets closed according to the SLA. Ensure to meet the systems availability for all the backend systems excluding planned outage.
Number of Trouble tickets closed verses Number of Trouble tickets assigned.
Number of Trouble tickets closed successfully verses Number of Trouble tickets closed.
Number of trouble tickets closed according to the SLA.
Ensure to meet the systems availability for all the backend systems excluding planned outage.
Putting Customers First
Makes sure the team focus on delivering customer needs.
Performing through our people
Gives regular, constructive feedback.
Respects other team members
Offers help when the team is overworked
Takes responsibility of mistakes, never points the finger at others.
Has the highest standard of integrity.
Makes the best use of available resources
Meets deadlines, makes things happen
Manages own time effectively
Managing a changing environment
Shares own ideas, accepts suggestions from colleagues
Acts quickly when change is needed
Identifies practical solutions to problems without reinventing the wheel
Making a personal difference
Builds network with other team leaders
Open and understanding
Always curious and looking for better ways to do things
Makes the most of what we’ve got
Communicating for impact
Encourages people to be open and share their views
Convinces other people of a point of view
Keeps all relevant people appropriately informed
BSC in Engineering or Computer Science
Work Experience :
Minimum 5 years IT working experience
PC Knowledge : Professional Level
Technical skills :
Strong experience in Microsoft System Centerfamily products is mandatory.
Strong experience in Microsoft System CenterOrchestrator is mandatory.
ITIL Foundation certificate is mandatory.
ITILService Capability OSA certificate is a plus.
ITIL Service Capability RCV certificate is a plus.
Experience in troubleshooting and scripting is mandatory.
Experience in Microsoft SQL is mandatory. Certificate is a plus.
Experience in Windows Server 2008 or 2012 is mandatory. Certificate is a plus.