Location-Mumbai, India
Posted 3 months ago
Information Technology
Technical Support Manager
Role Summary:
- To provide system administration and support for all Microsoft Windows servers, SAN storage,
networks (LAN & WAN), VMWare, M365, Cloud, Load Balancer, etc. - To ensure stability, and efficient operation and to provide support for all IT infrastructure services such as storage systems, VMware, Email system, Internet connectivity, Active Directory, Tape backup and Network Management Systems to achieve optimum IT Infrastructure performance and usage;
- To conduct periodic monitoring, maintaining, supporting, and optimizing all network equipment, servers, and associated operating systems;
- To analyze, to communicate and to solve problems within the specified SLA in accordance to the IT service management model adopted by ISD;
- To assist and take lead in systems and network planning and implementation activities;
- To be able to perform 24 x 7 on-call support which requires the engineer to be on site depending on problems encountered;
- To provide problem reports and systems/networks performance reports;
- To perform all duties assigned by management.
MAIN RESPONSIBILITIES:
- Ticket Handling and Resolution
▪ Ensure that work is completed in accordance with the specified SLA and procedures
▪ Identify and immediately escalate issues for further support assistance
▪ Perform problem diagnosis and resolution, determining root cause and actions to be taken - Technical support
▪ Install, configure and maintain operating systems, servers and networks (such as cabling, switches,
load balancer and link optimizer)
▪ Perform system and network enhancements, apply system patches and OS hardening to improve
system reliability and performance
▪ Perform troubleshooting analysis on servers, workstations, networks and associated systems
▪ To lead in systems and network installation, implementations and troubleshooting
▪ Interface and coordinate with application services teams, users, and vendors to assess requirements
and to determine the suitability of specific server hardware, network, and system software solutions.
▪ Assist in the development, tracking and monitoring of Service Level Agreement either provided by the internal team or by the external service provider(s).
▪ Maintain standards and procedures for the database, network, storage and operating system
environments; assist with the preparation of the specifications for server & network hardware and
software systems that adhere to these standards and ensure interoperability with other servers or networks.
▪ Maintain the reliability and functionality of the data backup and recovery environment,
performance tuning, capacity planning, Disaster Recovery, ensure successful tape backup and
restoration
▪ Ensure constant security and risk mitigation within IT infrastructure environment
▪ Perform asset and inventory management of software licenses, software, hardware and other IT
supplies
▪ Ensure up to date documentations
- Collaboration and Teamwork
▪ Collaborate with Data Center Operations, Application Services, Service Desk and IT Security Services
teams by sharing relevant technical information and solutions to problems and assisting in integrating
new programs/designs in the production environment
▪ Provide direction in the completion of assigned projects, either as a lead or as a participant, ensuring
that objectives are met in accordance with prescribed priorities, time limitations and funding
conditions
▪ Ensure the required technical support is given in accordance to the specified SLAs - Communication Effectiveness
▪ Update the users on the status of the incident, service request, and problem resolution
▪ Document the incident and problem resolutions for future reference
▪ Maintain proper documentation of IT infrastructure setup including configuration, network
diagram, system operating manual, etc.
▪ Escalate to management whenever there is a major service disruption - Influencing and Leading
▪ Serve as a mentor/development advisor and/or training resource to less experienced staff by
providing an example with regard to the quality of work.
▪ Ensure compliance and adherence to IT goals, polic,ies and procedures
▪ Provide guidance to routine tasks - Decision making
▪ Follow closely the instructions and established work practices - To perform all duties assigned by management.