Sr Technical Lead (Support & Operations)

Others, Others

Job Summary

Microsoft Operating System installations, configurations, and support • Hyper-V cluster configurations, designs, and support • Anti-Virus experience in support, design, and configuration (prefer Trend Micro, Symantec, McAfee) • Advanced knowledge of Microsoft, Citrix, Backup solutions (NetBackup, Backup Exec), Security Architectures. • Operate a variety of related Server, Software, LAN, and WAN equipment • Ability to apply the following skills at a defined level of proficiency required for the role o Strong understanding of IT infrastructures with experience in Industrial IT or Operational Technology o Strong understanding and experience in Active Directory Domains (architecture, support, and maintenance) o Strong understanding and experience in Anti-Virus solutions and support o System analysis and integration. o Orchestrate documentation of procedures, standards, and activities. o Information processing principles, methods, and procedures o Propose workable solutions and improvements. o Perform standard system installations with minimal supervision. o Troubleshoot and resolve complex software, hardware and network problems. o Be able to validate and publish reports/metrics/dashboards for respective region or site o Track assigned tasks in strategic initiatives (e.g., automation, PIP or Diversity) taken for the engagement and ensure strict adherence to agreed timelines o Support delivery leaders and customers for closure of actions and improving the overall compliances o Support Project Governance or validation:  Timely analysis or validation to be scheduled as per governance framework  Follow up on Action plan and closure-Data

Key Responsibilities

1. To ensure on-time resolution & quality compliance of escalated tickets/incident as per the agreed SLA.

2. To perform value addition activities (such as mentoring administrators/team members, preparing SOPs, maintaining effective documentation simultaneously and Knowledge sharing.) In addition act as a liaison to the business segment, facilitating effective communication and presentation to key business stakeholders as & when required.

3. To validate Change Order Implementation Plan & Human Error Compliance and participate in Capacity planning.

4. To ensure positive customer feedback & satisfaction through active participation in customer meetings to understand any issues faced.

5. To validate analyses (eg. Root Cause Analysis ,Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders

Skill Requirements

Microsoft Operating System installations, configurations, and support • Hyper-V cluster configurations, designs, and support • Anti-Virus experience in support, design, and configuration (prefer Trend Micro, Symantec, McAfee) • Advanced knowledge of Microsoft, Citrix, Backup solutions (NetBackup, Backup Exec), Security Architectures. • Operate a variety of related Server, Software, LAN, and WAN equipment • Ability to apply the following skills at a defined level of proficiency required for the role o Strong understanding of IT infrastructures with experience in Industrial IT or Operational Technology o Strong understanding and experience in Active Directory Domains (architecture, support, and maintenance) o Strong understanding and experience in Anti-Virus solutions and support o System analysis and integration. o Orchestrate documentation of procedures, standards, and activities. o Information processing principles, methods, and procedures o Propose workable solutions and improvements. o Perform standard system installations with minimal supervision. o Troubleshoot and resolve complex software, hardware and network problems. o Be able to validate and publish reports/metrics/dashboards for respective region or site o Track assigned tasks in strategic initiatives (e.g., automation, PIP or Diversity) taken for the engagement and ensure strict adherence to agreed timelines o Support delivery leaders and customers for closure of actions and improving the overall compliances o Support Project Governance or validation:  Timely analysis or validation to be scheduled as per governance framework  Follow up on Action plan and closure-Data

Other Requirements

Microsoft Operating System installations, configurations, and support • Hyper-V cluster configurations, designs, and support • Anti-Virus experience in support, design, and configuration (prefer Trend Micro, Symantec, McAfee) • Advanced knowledge of Microsoft, Citrix, Backup solutions (NetBackup, Backup Exec), Security Architectures. • Operate a variety of related Server, Software, LAN, and WAN equipment • Ability to apply the following skills at a defined level of proficiency required for the role o Strong understanding of IT infrastructures with experience in Industrial IT or Operational Technology o Strong understanding and experience in Active Directory Domains (architecture, support, and maintenance) o Strong understanding and experience in Anti-Virus solutions and support o System analysis and integration. o Orchestrate documentation of procedures, standards, and activities. o Information processing principles, methods, and procedures o Propose workable solutions and improvements. o Perform standard system installations with minimal supervision. o Troubleshoot and resolve complex software, hardware and network problems. o Be able to validate and publish reports/metrics/dashboards for respective region or site o Track assigned tasks in strategic initiatives (e.g., automation, PIP or Diversity) taken for the engagement and ensure strict adherence to agreed timelines o Support delivery leaders and customers for closure of actions and improving the overall compliances o Support Project Governance or validation:  Timely analysis or validation to be scheduled as per governance framework  Follow up on Action plan and closure-Data

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