Server Engineer I (Contractor)

Summary

The Server Support Engineer II is responsible for the build out, support, maintenance, and troubleshooting of our rapidly changing infrastructure environment. Success in this position requires a self-starter who understands the dynamics of IT and has an extensive, hands-on background in server support, remote datacentre management and troubleshooting as well as the technical expertise to perform and contribute to new implementations. This role will take charge of issues for on-and-off site network users in a Call Centre or Business Centre through LAN, applications and hardware support and provide solution to issues. Responsible for moves, additions and changes to software, hardware and network as they relate to office space reorganization, facilities relocation or facilities start-up. Provide general and routine technical support to a broad range of installation, patching, configuration, and updates to Operating Systems and non-OS vendor application requiring the ability to research, analyses and resolve problems effectively to meet established performance metrics for Windows platform. Maintain documented (e.g. Back-up, Disaster Recovery) procedures for Windows Infrastructure. Collaborates and contributes with team members, software vendors, and other technical staff to develop, design, implement, and continuously improve systems. Must be available and be flexible on work timing for on-call to work with remote engineers when required during non-business hours and on weekends. Will be required to work at more than one site as need arises.

Description

Essential Duties & Responsibilities

Manage server infrastructure & operational team including but not limited to Server, Virtualization, Storage, including Backup.
Define, execute and deliver operational transformational service strategies for servers and storages, resulting in operational excellence and best in class services
Ensure Operations and Service Delivery, strives to improve the service, achieve operational excellence, highly customer and process focused
Drive the efficiency and effectiveness of the outage incident management process
Monitor the effectiveness of outage incident management and making recommendations for process improvement
Ensure immediate response to outage bridges, provide technical guidance to ensure timely resolution is given. Ensure accurate outage status alerts are sent on timely basis.
Ensure documentation of RCA, corrective actions are defined and carried out as per ITIL standards.
Direct involvement in incidents or problems (irrespective of priority) that cause service impact and acts as escalation point for incidents not being resolved in a timely manner.
Document SOPs, PNP, KTs etc. to ensure smooth operations.
Responsible for overall system and infrastructure availability and develop a resilient infrastructure to reduce failures.
Ensures that systems, processes and methodologies are maintained, followed to ensure effective monitoring, control and support of service delivery.
Monitors and evaluates the efficiency and effectiveness of infrastructure service delivery methods and procedures.
Implement upgrades needed to maintain service levels.
Participate in DR or BCP activities.
Ensuring the project is implemented within contractual obligations and regulatory requirements.
Ensure service request SLA’s are met by working on ticket on timely basis.
Monitor and respond to team emails and respond appropriately.