Incident Management: Responsible for the daily IT operations and activitiesProvides direction in the management of incidents and problems (end to end) ensuring timely resolutions are achieved.Ensures the team follows the Standard Operation Procedures (SOP) in order to restore IT services within the defined Service Level Agreements (SLA).Implements policies and guidelines regarding how incidents are identified, received, documented, distributed, and corrected.Ensures proper IT Service Management (ITSM) processes are in place in order to maximize business efficiency.Establishes and maintains communications with key IT and business stakeholders critical in the IT operations, allowing effective information sharing and issue resolution.Serves as the point person in the coordination of critical incidents affecting the Client Business operations.Ensures communication is sent out to Client Global IT stakeholders, and document the incident/problem through the incident reportEvaluate existing processes and identifying more efficient ways to accomplish goals and meet customer and client requirements; continuously improving the processes through regular assessment and adjustment.Possesses a command of the different tools, processes, and industry standards being used for the IT operations.Being responsive to clients whilst following the principles and procedures of the quality management systemIdentify, analyze problems and suggest improvements identified in their own area of responsibility and implementing those with a recognized business benefitResponsible for critical incident debriefs/Root cause analysis call and reporting Skillsets: Knowledge in ITIL frameworkKnowledge on Infrastructure (Servers, Storage, Network)Knowledge on PostGre / MySQL / Oracle Databases7-10 years of experience in Infrastructure IT, with 3 years specifically on DB Administration Technical Environment: Microsoft-SQL Servers 2000 to 2016OS Server: Windows Server 2003 to Windows Server 2012 – Linux RedHat Enterprise 6 to 7OS Client: Windows XP to Windows 10Microsoft Active DirectoryMcAfee, Trend, and Kaspersky AntivirusVMWare 5.x and above - Nutanix NOSHardware: Dell & Cisco UCS serversStorage: Netapp, SAN IBM & SVC, Dell Compellent, iSCSI Storage Dell Equallogic & MD, Pure StorageVeeam Backup & Replication, & Commvault backupBMC & Solarwinds Monitoring / Ticketing CMDB CA Service Desk ManagerNetwork Cisco
