It Support Engineer

Description

IT Support Engineer 4 - 9 Year
JOB DESCRIPTION Key responsibilities Strategy Technology Thought Leader - work collaboratively across the enterprise, with cross functional expertise, strategic partners and vendors, to proactively analyse technology evolution and new/emerging technologies. Interpret the impact and potential benefit to IT system support. Participate in strategic planning and development of technology plans. Create innovative, high-value solutions Support the implementation of the agreed solutions, defined service offerings, and improved business performance Define recovery strategy for system components to ensure business continuity. Leads documenting disaster recovery run books and resources to ensure failover of IT services to disaster recovery site. Operations Lead to execute troubleshooting methodology to resolve complex level problems Provides technical solutions and delivery Inputs for infrastructure systems domain Manage and deliver high performance services to support IT systems, perform timely operational assurance readiness, evaluate technology, manage and keep up to date with security patches and updates on servers and produce service improvements Implements and maintains quality processes across multiple channels/Products/Services Manage the Infrastructure services and performance in line with the agreed business targets Lead in maintaining technical documentation repository to assist with the on-going operation, maintenance, and development of the IT System support Manage and optimise CRM and Blackboard database Service Delivery Ensures all contracted services are delivered to the agreed requirements and service model Provide regular status reporting on service delivery performance, proactive maintenance plans, and improvement initiatives Represents and provides infrastructure solutions, monitors customer satisfaction, provides technical recommendations to improve service quality and value to customer Audit procedures and production system configurations to ensure full compliancy with approved policies Identifies and drives optimization while managing scope, cost of delivery and resources Perform comprehensive evaluations of Infrastructure services to determine effectiveness, strengths, weaknesses, opportunities and threats Participates actively in the establishment of quality policies, ITIL processes and improvements within the organization Prepare and execute systems maintenance plans to proactively manage reliability and service expectations Leads restores and recovery of applications, databases and relevant IT systems at the recovery site Coordinate with required vendors for required support during recovery operations People Supervisory Builds, develops and manages resources to carry-out infrastructure solutions development and implementation Establish objectives with direct reports that align to both business and capability objectives Holds regular meetings with the team and provides results assessments and guidance Develops the team by recommending professional and personal development opportunities Others Perform any other duties assigned by the supervisor directly related or relevant to the job Ensure the assigned responsibilities are delivered: to a high standard of quality and timeliness in full compliance with the SC Quality Policy and the Safety and Security rules and requirements in line with any standards and objectives designated in the Employee Performance Management system Qualifications, experience and skills Education and certifications Bachelor degree in Computer Science, Management Information Systems or equivalent Architectural and software management certificate is desirable Certificate on MS Dynamics CRM (Optional) Certificate on Blackboard Learn (Optional) Experience and skills Minimum 5 Years of experience in related fields with exposure to multiple Industries Overarching broad based IT Knowledge across the whole domain Proficient in quality models, processes and best practices Broad understanding of emerging technologies and market needs within IT domain, Advanced hands on experience in managing and supporting production systems Advanced experience in design, configurations, integration, and support concepts Strong understanding of security policies and procedures, Management of Operating System (2013), AD GPO implementation and troubleshooting, Microsoft Dynamics CRM Azure Cloud Infrastructure Blackboard Learn, Blackboard Collaborate, etc Drupal CMS Website security Skills on writing web services for MS dynamics CRM Excellent Team Building and People Management Skills An excellent aptitude for finance and decision making Exceptional planning and organisation experience Experience of working in a customer service environment Ability to define and drive direction in line with company strategy, and emphasizes organizational goals through words and actions