Server Support Engineer - II
Pavas, CR
hace 1 día

Essential Duties & Responsibilities

  • Lead and manage server infrastructure operational team including but not limited to Server, Virtualization, Storage, including Backup.
  • Lead and manage technical problem resolution 3rd line support.
  • 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
  • Produce systems availability management information, including KPIs and reports
  • Monitor the effectiveness of outage incident management and making recommendations for process improvement
  • Lead escalations and outage bridges, provide technical guidance to ensure timely resolution is provided. 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.
  • Ensures that appropriate skilled resources are in place to meet required service levels.
  • Perform Skill Gap analysis for team members and plan training and development plans in line with organizational and business requirements.
  • 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.
  • Implement policies / standards to improve the quality and efficiency of support services based on ITIL methodology.
  • 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.
  • Plan and implement upgrades needed to maintain service levels. Develop and lead the replacement of infrastructure at end of life.
  • Review, plan and participate in DR or BCP activities.
  • Participate in effort estimation, requirement gathering and propose solution designs in new and existing projects or services.
  • Coordinates and prioritizes project tasks, manages timelines, maintains project plans and communicate status to Engagement Managers, Senior Management and other stakeholders as needed.
  • Ensuring the project is implemented within contractual obligations and regulatory requirements.
  • Lead successful implementations, meeting timelines and budget requirements.
  • Responsible for scope management, resource management, change management, estimating impacts of scope change (timeline and cost) as well as managing project resources.
  • Assess / evaluate client requirements against scope of project, manage project plan and schedule.
  • Responsible for risk identification, detecting potential issues and implementing solutions when issues threaten to delay the timeline or impact budget or business operations.
  • Responsible for utilizing (and creating) documents / deliverables necessary for providing exceptional services and ensuring communication of the project plan to the Engagement Manager and / or client.
  • Create new deliverables / best practices for implementation services to enhance implementation engagements. Must be able to create new deliverables or follow standards of deliverables already in place.
  • Responsible for creating design documents, Standard Operating Procedure (SOP) or other documents as required for all ongoing business and transitioning the project to the Operation Support team

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