Service Desk Engineer

The IT Infrastructure s team focus is to support robust, highly available, and easy to use services for our internal customers across the global enterprise. Principle Systems Engineer applies subject matter expertise of functions principles, theories and concepts of Systems administration, engineering to engineer, support and maintain global infrastructure services in our enterprise. The team is responsible for supporting back-end systems and ensuring maximum availability and its performance, as used by all FAIans for daily business productivity using Enterprise Operations and Systems Management including: Systems Center Operations, Configuration Management, MS-SQL Server, Microsoft DHCP, Operating systems (Windows, DOS, Solaris etc.) and Virtualization of desktops and terminal Servers for Cloud capacity, Heterogeneous Systems (Citrix: VMWare, Xen Hypervisor, Microsoft Servers), on a variety of Windows-based services applications.

The incumbent in role uses professional concepts and knowledge, subject domain expertise in Systems Engineering and Server Administration to monitor Systems in Command centre for smooth functioning. Exercises independent judgement and decision making within defined parameters to ensure minimal down-time of systems through Systems Monitoring (Enterprise Operations, Virtual Network systems and Server management for smooth and secure data), applying Server configuration, Maintenance and Vulnerability Management knowledge to ensure all components in the environment functions smoothly, with prompt troubleshooting of reported problems.

Competencies:

• Applies advanced subject matter expertise to understand needs & requirements of the stakeholders and internal teams wrt deliverables and produce work output to troubleshoot Systems, Server Administration issues with team.
• Advanced subject matter expert in Enterprise applications, Platform delivery sub-functions of command Centre, understanding systems and server configuration requirements
• Detail oriented, possesses strong written and verbal communication skills and has a track record of supporting enterprise technologies while leveraging automation and tool development
• Monitors own work and supports team as advisor for systems monitoring, logging incidents, assessing impact, understanding escalation matrix to divert issues to concerned stakeholders.
• Works on problems of diverse complexity and scope. Analyses situations or data requiring an in-depth evaluation of multiple factors to develop sustainable Systems Administration incident repository.
• Troubleshooting and creative problem-solving skills for Build, Patching, Monitoring and Administration of Heterogeneous Servers
• Proactively learns and adopts approaches for staying up to date with market trends, technological upgrades to direct team into adopting best practices
• Applies expert understanding of the techniques involved, to develop own technical / behavioral skills for developing documentation, configuration manuals following stipulated SLAs; as a team or independently basis requirement.
• Exercises judgement to Think on the feet for preempt solutioning and incidence response, through coordinated service recovery.
• Takes responsibility and shares expertise with manager for development of self and team; creates plans and documents for their progress
• Exceptional verbal and written communication skills to interact with stakeholders, onshore partners and teams to act as conduit for incident prevention and data protection by facilitating proactive client communications sensing escalations with preparedness.
• Ensures monitoring (architecture, virtual systems) and keeps abreast of existing systems and infrastructure to ensure smooth functioning
• Contributes new ideas and different perspectives, develops documents wrt incident logs
• Collaborates with team to enable a positive health of Systems and Server infrastructure

Technical Skills:

• Demonstrates expertise knowledge and technical Know-how of Systems Management, Administration, Monitoring, Vulnerability management, server knowledge for Enterprise Operations including: Systems Center Operations, MS-SQL Server, Microsoft DHCP, Operating systems (Windows, DOS, Solaris etc.) and System management tools like Altiris and SCCM
• In-depth understanding about existing network, storage and overall IT infrastructure
• Intermediate knowledge of latest market trends, Product upgrades and systems specifications pertaining to Systems and Servers for Enterprise applications (AN and LAN switching and routing, ARP, HTTP, SMTP, DNS and other internet protocols- TCP/ IP protocol stack)
• Working knowledge of heterogeneous systems/servers in FAI (Unix, Solaris, Windows etc.)
• Intermediate knowledge on Windows active directory, virtualization of desktops and servers, TFA/VPN/RSA security
• Expert in system and hypervisor monitoring tools like SCOM/MS system/Control M/AppDynamics/HP BAC/Riht Fax/Service First to log incidents, assess impacts and proactively troubleshooting
• Possess Server configuration and Maintenance knowledge to proactively manage and maintain server and firewall systems, Build and deploy new servers on the network as needed
• Maintain and creates protocols for existing server infrastructure in an effective and time bound manner; notifies to supervisors for subsequent action to prevent shutdown
• Maintain inventory/asset configuration documentation and yearly patching calendar.
• Build and maintain the servers required for development work, internal testing, customer testing and production environments
• Install and Configure applications. Should be able to establish needs of users and monitor user access and security to control privileges and permissions to users for Vulnerability management
• Possess knowledge of and adheres to Communication protocols for stakeholder groups.

Educational Qualification and Experience:

Minimum of 7-12 years of formal education - Graduate / Bachelor s degree (or equivalent) in Computer Science / Information Technology/engineering or related area of study

Professional work experience of 7-12 years in Systems Engineering/ Administration for Enterprise operations and Virtual systems in Microsoft Technologies environment. Preferably an SME (subject matter expert) with 4+ years of team management experience