Job Description

Job Summary

Performance & Deliveryrno Carry out industry standard test to diagnose and resolve faultsrno Explain technical solutions to non-technical staffrno Stay abreast of advances in technology, especially Industrial IT (OT)rno Management and support of the various environments. rn• Management of Securityrno Software and licensesrno Set up and maintenance of security rights and access permissions. rn• Server Administration (Physical, VM-Ware-Hyper V, Virtualization, Backup, Server Security, Patching, Firmware)rn• Provide the necessary user documentation. rn• Review project activities for compliance with procedures and standards. rn• Play a lead role in the development and implementation of Servers in area of responsibility. rn• Contributing to Technical Strategy, Policy and Procedures for OT rn• Development and operation of technical testing programs. rn• Production of technical and architectural documentation to agreed quality standards. rn• Reporting on progress/issues to management and users. rn• Management and liaison of supplier/contractual relationships. rn• Monitoring and responding to issues. rn• Delivering on project plans as and when required. rn• Resolving cross-functional issues at technical level. rn• Defining requirements for reporting and interfacing. rn• Technician training and skill transfers rn• Analysis of current and future processes/systems rn• Plan and perform appropriate procedures, documentation, inventory assessments and other procedures elated to responsibility within OT. rn• Maximize system availability and performance through fault-tolerant configurations, efficient network and server architectures, and proactive monitoring. rn• Perform additional duties as assigned by management. rn• Maintain professionalism, good attitude and appropriate behaviour with IT/OT personnel, clients, and vendors. rn• Assist in maintaining a clean and orderly workplace/officern• Single Point of Contact (SPOC) for Server Support in the area for responsibilityrn• Ensure OT Server Support Services are delivered according to standard operating procedures and/or agreed Service Level Agreements (SLA)rn• Plan, schedule, and report relevant OT service delivery tasks, in line with the Anglo IM Operating Modelrn• Build and improve client relationships. rn• Ensure that all clients meetings are attended in time as and when requiredrn• Participate on Problem Management for P1/P2 incidents and proactive problem management on recurring incidents (infrastructure and application)rn• Risk Management for all outstanding server infrastructure risks e.g., Single point of failures, End of Life Infrastructure etc,rn• Ensure OT Operational Scheduled tasks are executed on timern• Assist with OT Monthly performance and SLA reports and provide server and infrastructure content on data presented in reportsrn• Monitor and control site server and infrastructure priority calls (Incident Management) for Operational Technology (OT). rn• Focus on OT customer service, troubleshooting and immediate time-bound response for the OT usersrn• Escalate complex queries to the relevant Support Experts for OTrn• Identify and drive service improvement opportunities from data trend analysis and OT customer input/needrn• Ensure effective OT change management processes are in place for any new OT infrastructure or system changes on sitern• Ensure continuous communication, technical resolution, and feedback regarding escalations to customersrn• Ensure housekeeping activities and preventative maintenance is being performed.rn• Assist to coach and develop OT resourcesrn• Manage and or perform all relevant administration to achieve efficiency.rn• Attend daily, wee

Key Responsibilities

1. Provide Technical Support For Ms Windows 2000 Environments By Independently Resolving Tickets Within Agreed Sla, Ensuring Timely And Effective Solutions.
2. Conduct Root Cause Analysis On Escalated Issues To Identify And Implement Corrective Actions, Enhancing System Reliability And Reducing Recurrence.
3. Contribute To Knowledge Base Management By Documenting Solutions And Updates, Enabling Efficient Information Sharing And Training Of New Team Members.
4. Facilitate Training Sessions For Freshers And Coaching For Analysts, Fostering Skill Development And Ensuring Adherence To Quality Standards And Regulatory Requirements.
5. Strive For Exceptional Customer Experience By Achieving First Call Resolution And Minimizing Rejected Resolutions And Reopened Cases, Thereby Enhancing Overall Csat.

Skill Requirements

1. Proficient In Ms Windows 2000 Administration With Solid Troubleshooting Skills.
2. Strong Understanding Of Support Ticketing Systems And Sla Management.
3. Familiarity With Root Cause Analysis Methodologies And Documentation Practices.
4. Excellent Communication And Interpersonal Skills To Facilitate Training And Support.

Other Requirements

1. Itil Foundation Certification (Optional But Valuable).
2. Microsoft Certified: Windows Server Fundamentals (Optional But Valuable)