The job entails supporting end-users with day-to-day issues through solution-oriented approaches, gathering and defining user requirements, proposing solutions in consultation with stakeholders and vendors, and providing training materials for enhanced productivity. It involves supporting end-users, project managers, and external vendors throughout project lifecycles, while monitoring and maintaining network hardware and coordinating with vendors for upgrades and expansions. Additionally, the role includes implementing network security measures, managing vendor relationships and agreements, documenting interactions and guidelines, offering technical guidance to stakeholders, staying updated on emerging technologies, and performing other assigned duties as required.
Job Description
1. Support end-users in their day-to-day issues by adopting a solution-based approach.
2. Gather information from end-users and assess and define their requirements.
3. Following consultation with internal stakeholders and vendors, propose potential solutions and/or alternatives to solving problems whilst considering business requirements, processes, and objectives.
4. Provide knowledge transfer, conduct, and provide training materials to end-users, ensuring end-users understand the business requirements and support the IT team in implementing the solutions to enhance their productivity.
5. Support the end-users, vendor project manager, teammates, and external vendors throughout each project lifecycle and post-go-live.
6. Monitor and maintain network hardware, including routers, switches, firewalls, Windows servers, IP Phone, Security Systems, and other company devices; provide first-level of support in case of any issue or trouble and work closely with vendors to resolve the issue(s) as second level of support.
7. Collaborate closely with primary vendors to maintain the robustness of SAP server and other third-party server connections.
8. Coordinate with vendors to procure company’s needs and services, solicit quotations, negotiate commercials and service contracts, and manage vendor relationships.
9. Collaborate with vendors to design and implement network infrastructure upgrades and/or expansions, ensuring compatibility and optimal performance.
10. Monitor network performance and troubleshoot network issues, escalating to vendors as necessary to resolve complex problems.
11. Implement network security measures in collaboration with vendors to safeguard and protect company data, systems, and infrastructure.
12. Manage vendor support agreements and service level agreements (SLAs), ensuring timely resolution of network-related issues.
13. Document vendor interactions, network, Servers, IT equipment, including administration and user guidelines, troubleshooting procedures for future reference.
14. Provide technical guidance and support to end-users and other IT staff on vendor-related matters.
15. Stay informed about emerging technologies and industry best practices to continuously improve network infrastructure and vendor relationships.
16. Perform any other duties as may be assigned by HOD from time to time.
Professional Experience
- Minimum 5 years in similar capacity.
- Proven experience managing IT infrastructure, applications, and user support services.
- Experienced in project management.
- Knowledge with SAP and Salesforce environment is an advantage.
Education/ Qualification
- Bachelor's degree in computer science, information technology, or a related field.
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