Job Purpose

The IT Core Services Administrator is responsible for the planning, implementation, administration, and operational excellence of the organization’s Microsoft infrastructure stack and virtualization technologies. This role ensures high availability, performance, and security across core services including Active Directory, DNS, DHCP, File & Print Services, System Center (SCCM/SCOM), Microsoft Exchange, SharePoint, SQL Server, and Citrix Virtualization. The administrator acts as a subject matter expert for infrastructure platforms, providing third-level support, overseeing major IT initiatives, and ensuring seamless service delivery for both internal users and external ICT customers.

Report To Position Name

. Infrastructure Planning, Implementation & Operations  Plan, design, implement, and operate all infrastructure services for Data Centers, Corporate HQ, Contact Centers, and Retail Stores.  Administer and support Microsoft infrastructure products including\: o Active Directory Services (AD DS, ADFS, GPOs) o DNS, DHCP o File & Print Server Services o SCCM (Endpoint Configuration Manager) o SCOM (Monitoring Services) o Microsoft Exchange Server Administration o SharePoint Administration o Microsoft SQL Server Administration  Manage and operate Citrix Virtualization technologies (XenApp, XenDesktop, XenMobile).  Deliver Cloud SaaS-based infrastructure services for ICT customers. 2. Service Availability & Operational Excellence Ensure proactive and reactive maintenance of all production systems to maintain service stability and meet business SLAs.  Serve as the third-level support for escalated infrastructure incidents and performance issues.  Apply patching, fixes, and upgrades to all live systems as required.  Ensure adherence to Change Management processes for all modifications to production systems.  Continuously improve operational workflows to enhance performance, security, and reliability. 3. Project Management & Innovation  Oversee major IT infrastructure projects including upgrades, migrations, system rollouts, and planned outages.  Identify problematic areas and implement long-term strategic solutions.  Research, evaluate, and recommend new technologies to enhance infrastructure performance and user experience.  Contribute in preparation of RFPs/RFQs for infrastructure services and solutions. 4. Customer, Vendor & Stakeholder Management  Manage vendor relationships including evaluation, negotiation, escalation, and contract adherence.  Collaborate closely with internal teams, external vendors, and customer departments to ensure timely service delivery.  Provide high-quality technical consultancy for customer requirements and proposed solutions.  Ensure customer satisfaction by maintaining high service delivery and operational standards 5. Reporting & Documentation  Maintain accurate and updated documentation for services, configurations, and operational procedures to ensure business continuity.  Develop and deliver weekly work progress reports and status updates for ongoing tasks and projects.  Prepare detailed quarterly performance presentations and service health reports.  Respond to emails, requests, and operational communications in a timely and professional manner.