Overall Purpose Of The Job (Brief description of the primary purpose of this position)
The Subject Matter Expert (Systems) or Cloud Solutions Expert reports into the Enterprise Computing organization of IT Shared Services. You will work closely with both the Enterprise Architecture team, End User & Infrastructure engineering teams, and IT operations. You are depended upon for engineering IT Infrastructure solutions and operations in the organization.
As a subject matter expert, you will drive successful engineering of Infrastructure and end-user technologies for business adoption. You must have applied expertise in on-premise, hybrid, or Cloud-based infrastructure and end-user solutions. Assisting the Head of Enterprise Computing, you will be responsible for envisioning and developing the technical solutions that meet Organizational Infrastructure and End User Computing needs, advising on business transformation with the aim of aligning people, processes, and technology while fostering a relationship with our business partners as a trusted advisor. These infrastructure and end-user solutions will then be delivered end-to-end as part of the organization.
The role oversees several key functions within the IT organization that enables the delivery of high-quality services to end-users. You are also required to ensure Service Support and Service Delivery processes are in place to meet business needs based on agreed Service Levels. This position is a stakeholder facing role and requires that you establish and manage expectations within the business and drive the IT teams to achieve those expectations to a high standard.
B. Key Responsibilities (Critical responsibilities and skills of this position, listed in order of importance)
Job Profile
· Deliver professional, timely, and effective technical expertise on Systems technologies
· Adopt best practices towards Systems Design and Build and deliver products to our user community operable by IT Shared Services.
· Act as the 3rd level support to IT Shared Services infrastructure operations.
· Provide Systems related service support when escalated by partner teams towards Server incidents within a complex environment and develop a methodical approach to problem-solving.
· Analyze recurring issues through root cause analysis as part of Problem Management
· Implement changes to infrastructure in accordance with Organizational change management process.
· Develop and maintain the Systems Standards in Organization.
Required Competencies:
· Suitable candidate would have relevant experience in design, build and support of users or customers globally on a 24x7x365 basis.
· Excellent customer focus, must have demonstrated customer service skills and the ability to interact with our global community in a professional and mature manner.
· Effective communicator at all levels of the organization and externally with customers or third parties
· Proven track record in keeping abreast with technological advancement in related fields.
· Able to manage multiple escalations with effective follow-up/follow-through
· Demonstrate proactivity to undertake tasks, while taking ownership to execute them to completion.
· Display strong analytical mindset when it comes to problem-solving, and tenacity to pursue solutions.
· Must be a team player and able to work with and through others.
· Ability to influence others and move toward a common vision or goal.
· Excellent knowledge of Cloud Technologies like VMWare, Hyper-V, AWS, or Azure
· Excellent knowledge of Microsoft’s Active Directory, Microsoft Exchange, and Windows Operating System.
· Excellent knowledge of Citrix Technologies including application publishing and VDI.
· Working knowledge of system management tools like SolarWinds, SCCM and SCOM, or other industry-standard monitoring systems
· Strong knowledge of storage, storage virtualization, and storage network technologies
C. Job Profile
Knowledge and Skills
· The candidates are currently working on a cloud platform, and we are looking for pure system/Wintel guys, so we would suggest requesting a pure wintel profile with 8-10 years of experience from the vendor.
· Industry Technical Certifications is essential: Cloud, VMWare, Microsoft
· Well versed in Azure and/or AWS, VMware vSphere/ESX, Citrix Xenapp, Storage Systems (EMC)
· Experienced in Microsoft Windows environment, MS Exchange, MS Active Directory (AD), and Group Policy (GPO)
· Experience in Microsoft System Centre Configuration Manager (SCCM) and Systems Centre Operations Manager (SCOM)
· Hands on experience in Wintel
· Knowledge of Health & Security Industry IT Operations would be a strong benefit.
Personal attributes
· Demonstrate expertise in Systems (Cloud and Microsoft) subject matters
· Extremely motivated problem solver, able to react quickly to resolve issues.
· Clinical and attentive to detail
· Experience producing business-relevant materials and technical-oriented writing is mandatory.
· Excellent communications and presentation skills
· Must be able to perform under pressure
· Must be able to persuade and influence others
· Good relationship builder with strong diplomacy skills
· Must aspire to a culture of service excellence
· Able to challenge the norm when necessary
