Job Description

ROLE AND RESPONSIBILITIES

Able to demonstrate the following:

To provide "day-to-day" delivery of Collaboration, Directory, Security, and Datacentre services Responsible for service quality and delivering the operational services required by the EMS operational model. Ensure that all incidents, requests, problems, and changes are dealt with according to agreed procedures, processes, and tools. Excellent leadership, time management, and organizational skills Familiarity with 2nd line troubleshooting for several technologies such as Microsoft 365, Azure, Datacenter services, Security, and Email related problems Knowledge of Microsoft Office applications and other office management tools Experience with implementation and design of Hypervisor cluster environments. (Hyper-V, VMWare) Solid understanding/management of public cloud IAAS offerings Solid understanding/management of datacenter grade technologies such as Backup toolsets, Virtualization technologies, Storage, & Vulnerability management

EXPECTATIONS:

Responsible for effective resolution of incidents, requests, and problems and ensuring these are delivered with defined service levels Ensure all tasks are scheduled and acted upon in the Operations schedule Ensure that service platforms are at optimum operating levels to deliver the required services back to business Ensure all standards are adhered to for the related services Ensure all in-scope clients systems are managed through the ESM stack of tools Accountable for the health and functionality of monitoring systems within the defined services Consulting Technical Managers, Operational leads, and Senior Engineers to understand system requirements and design solutions Support the development of service improvements for live services Compile and maintain the relevant procedures and work instructions to support the business requirements Maintain technology standards for the required services Ensure that changes to services are reviewed and approved by the business, implemented, and communicated Responsible for change planning and implementations Drive continuous service improvement(s) to maximize the effectiveness and quality of services Ensure that capacity and availability of related services are managed within thresholds Ensure security best practices are maintained Responsible for ensuring the relevant services continuity plans are tested as per operations schedules. Responsible for the documentation and the continuous updating of Standard Operating Procedures (SOPs) and ensuring all tasks are performed according to the defined SOPs. Work with all IT Operations Teams to align and develop and enhance key processes

ITIL:

Good understanding of the incident management practice Good understanding of the request fulfillment practice Good understanding of change management Identifying urgency, impact, and general timelines of the issue Provide the necessary resolution or escalate for assistance. Provide the necessary escalation to various Operations Managers, where urgency or impact

has been identified

Vendor Management - Act as a point of contact for both vendor and customer and carry out

the necessary coordination of tasks or simply translating the requirement for both

Certifications (Beneficial):

MCSE 2016/2019 Microsoft 365 Enterprise Admin Expert * Microsoft Azure Administrator associate