Key Responsibilities:

• Ensures that assigned infrastructure at the client site is configured, installed, tested, and operational.
• Performs necessary checks, apply monitoring tools and respond to alerts.
• Identifies problems and errors prior to or when it occurs and log all such incidents in a timely manner with the required level of detail.
• Assists in analysing, assigning, and escalating support calls.
• Investigates third line support calls assigned and identify the root cause of incidents and problems
• Reports and escalates issues to 3rd party vendors if necessary.
• Provides onsite technical support to clients and provide field engineering services to clients.
• Conducts a monthly random review of incidents and service requests, analyse and recommend improvement in quality.
• Provides continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by the company.
• Proactively identifies opportunities for work optimization including opportunities for automation of work.
• May manage and implement projects within technology domain, delivering effectively and promptly per client agreed upon requirements and timelines.
• May work on implementing and delivering Disaster Recovery functions and tests.
• Performs any other related task as required.

Knowledge and Attributes:

• Ability to communicate and work across different cultures and social groups.
• Ability to plan activities and projects well in advance, and takes into account possible changing circumstances.
• Ability to maintain a positive outlook at work.
• Ability to work well in a pressurized environment.
• Ability to work hard and put in longer hours when it is necessary.
• Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting.
• Ability to adapt to changing circumstances.
• Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey.

Academic Qualifications and Certifications:

• Bachelor's degree or equivalent qualification in Information Technology/Computing (or demonstrated equivalent work experience).
• Certifications relevant to the services provided (certifications carry additional weightage on a candidate’s qualification for the role).
• Relevant certifications such as (but not limited to) -
  • VMware certified Professional: Data Centre Virtualization.
  • VMware Certified Specialist – Cloud Provider.
  • VMware Site Recovery Manager: Install, Configure, Manage.
  • Microsoft Certified: Azure Architect Expert.
  • AWS Certified: Solutions Architect Associate.
  • Veeam Certified Engineer (VMCE).
  • Rubrik Certified Systems Administrator.
  • Zerto, pure, vxrail.
  • Google Cloud Platform (gcp).
  • Oracle Cloud Infrastructure (oci).

Required Experience:

• Seasoned work experience.
• Seasoned experience required in Engineering function within a medium to large ICT organization.
• Seasoned experience of Managed Services.
• Excellent working knowledge of ITIL processes.
• Seasoned experience working with vendors and/or 3rd parties.
• Seasoned experience managing platforms including a combination of the following: Windows Server .Administration, Linux Server Administration, Virtualization Administration, Server Hardware and Storage Administration.