Contractor II

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 datacenter 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.
• Primary Skills - Active Directory, DNS, DHCP, Virtualization (VMWARE HyperV), Server Patching (Bigfix), Server VA remediation, Good Communication Skills.

Essential Duties Responsibilities

• Primary Skills - Active Directory, DNS, DHCP, Virtualization (VMWARE HyperV), Server Patching (Bigfix), Server VA remediation, Good Communication Skills
• 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.