Incident Management:
? Responsible for the daily IT operations and activities
? Provides 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 report
? Evaluate 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 system
? Identify, analyze problems and suggest improvements identified in their own area of responsibility and implementing those with a recognized business benefit
? Responsible for critical incident debriefs/Root cause analysis call and reporting
Skillsets:
1.
Knowledge in ITIL framework
2.
Knowledge on Infrastructure (Servers, Storage, Network)
3.
Knowledge on PostGre / MySQL / Oracle Databases
4.
7-10 years of experience in Infrastructure IT, with 3 years specifically on DB Administration
Technical Environment:
? Microsoft-SQL Servers 2000 to 2016
? OS Server: Windows Server 2003 to Windows Server 2012 – Linux RedHat Enterprise 6 to 7
? OS Client: Windows XP to Windows 10
? Microsoft Active Directory
? McAfee, Trend, and Kaspersky Antivirus
? VMWare 5.x and above - Nutanix NOS
? Hardware: Dell & Cisco UCS servers
? Storage: Netapp, SAN IBM & SVC, Dell Compellent, iSCSI Storage Dell Equallogic & MD, Pure Storage
? Veeam Backup & Replication, & Commvault backup
? BMC & Solarwinds Monitoring / Ticketing CMDB CA Service Desk Manager
? Network Cisco