Responsibilities:
- The role involves working with Team Leaders, Assistant Managers and technicians to provide 2nd/3rd Line Network support and design/Engineering efforts. The services offered are in co-ordination with other IT disciplines for problem diagnosis and resolution, provision of agreed Management Information and monitoring of Service delivery Group as per agreed division of responsibilities.
- Ownership and follow through/resolution of all issues impacting service/Operations.
- Work effectively with customers, analysing their needs, problem solving, agreeing/sharing solutions with Onsite counterparts.
- Responsible to maintain departmental standards and quality initiatives in all aspects of work.
- Setup monitor and maintain the network systems.
- Working as an effective member of the team and developing good working relationships with business and/or IT colleagues.
- Maintaining own training and technical knowledge up to date in line with changing IT Infrastructure.
- Effectively handling administration, planning, meetings and prioritising own workload.
- Strong Management focus with emphasis on call, incident and problem management, relationship management.
- Implementation / Design of appropriate KPI metrics and Service Level Management to handle at all levels with the department and individual level.
- Maintain a high level of interaction with all internal/External customers/BUs.
- Networking- Achieve by influencing and collaborating across national and functional borders internally.
- Proactively enforce to the regulatory requirements (India and International as appropriate) and Group standards. Ensure that the data & processes for which you are responsible and are fully compliant. Deliver the intended outcome for the Company and its customers.
Qualification and Experience:
- Graduate [Science Technology]in any field with 3+years of overall experience.
- Experience in handling large and sophisticated IT Operations and relationship management in Remote IT infrastructure management with a solid focus on Incident and Problem management / project management.
- Experience in handling a Shared Infrastructure Environment
- Exposure to best practises by working in a MNC culture or large Indian based company maintaining global services to and from parent company locations.
Essential:
- Excellent English verbal / written communication / analytical and presentation skills
- Having ITIL Foundation v3 certification or knowledge
- Good understanding of the IT infrastructure components and be able to handle major incidents and priority issues.
- Ability to coordinate and work through all teams in IT Operations
- Flexible, can-do demeanor and willing to take ownership.
- Good sense of task ownership and task delivery to agreed dates.
- Ability to continually learn the changes to the infrastructure and assess impact.
- Ability to work under stress and address any departmental ad-hoc activity.
- Event / Incident / Problem & Change Management skills
- Analytical Skills Management Information / Reporting
- Communication and Interpersonal skills
- Client leadership skills
- Task planning and execution skills
- Knowledge of automation and scripting
Desirable:
- Versa/Cisco/Juniper Associate level Certification.
- Fortinet/Juniper SD-WAN knowledge
- Certification in one or more ITIL Intermediate modules. E.g. Service Operations.
- A broad knowledge of risk and/or security within a large enterprise covering networks, E-business and application security.
