Role purpose:
Provide a second level of escalation (L3 support) for Office IT operations. Proficient on supporting any Global Active Directory, ADFS, AD Connect, Office 365 and License assignment. Works on assignments that are extremely complex in nature where a high degree of independent judgment, initiative and technical knowledge are required to resolve problems. Works independently and has ability to handle most unique situations. Involved in performance analysis, capacity analysis and configuration management for servers. End to End ownership of supported services and a acts as mentor for L1 support professionals, participates in training sessions for new comers. Responsible of maintaining and achieving the agreed SLA.
Technical Operation: Manage the platform backend servers. Ensure to meet the systems availability for all the backend systems excluding planned outage. Follow-up on the daily health checks and fix problems once they appear on a server. Insure to solve assigned Trouble Tickets (TTS) for the supported systems within SLA.
KPI’s: KPI’s:
1. End-to-End service availability and performance according to SLA
o Delivers all Office IT Infrastructure services with agreed SLAs
o Achievement of SLA targets for incident resolution
o Achievement of SLA targets for Service Requests
2. Delivery of project tasks on time and in quality according to agreed project plans
3. Delivery of regular defined reports in time and in quality (e.g.: Backlog)
4. Customer satisfaction with Office IT Infrastructure Services ‘Customer Satisfaction measurement in implementation with Office IT Shift Left initiative. Target to be agreed before Go Live or during phase on initial operations of Customer Satisfaction measurement’
5. Compliance to operational processes, measured by exceptions only
6. Providing operational assessment to future projects with all pros/cons.
7. Ensure finishing at least 90% of service improvement topics planned for the FY.
8. Creating and Assessing 100% of Active Directory related changes before CAB meeting.
9. Closing 90% of problem cases with required (root-cause/preventive actions) within agreed KPIs.
10. Delivering all required reports & scorecards within agreed timelines.
Customer Management: Meet with customers at management and professional level on weekly bases; track complaints, requirements and report.
Crisis Management & Escalations: Managing any crisis related to the system. Escalate to vendor and management when needed. Follow the crisis management process.
Communication: Notify & escalate status to the Technical Lead, Authentication team. Communicate with cross functional groups and committees as required to handle cross projects or issues.
Key accountabilities and decision ownership:
Putting Customers First
- Makes sure the team focus on delivering customer needs.
- Exceed customer expectations
Performing through our people
- Respects other team members
- Offers help when the team is overworked
- Takes responsibility of mistakes, never points the finger at others.
- Has the highest standard of integrity.
Delivering results
- Makes the best use of available resources
- Meets deadlines, makes things happen
- Manages own time effectively
Managing a changing environment
- Shares own ideas, accepts suggestions from colleagues
- Acts quickly when change is needed
- Identifies practical solutions to problems without reinventing the wheel
Making a personal difference
- Builds network with other team leaders
- Open and understanding
- Always curious and looking for better ways to do things
- Makes the most of what we’ve got
Communicating for impact
- Encourages people to be open and share their views
- Convinces other people of a point of view
- Keeps all relevant people appropriately informed
- Builds on people’s ideas
Must have technical / professional qualifications:
Education:
BSC in Engineering or Computer Science
Work Experience:
Minimum 2 years IT working experience
PC Knowledge:
Professional Level
Technical skills:
• Strong experience in Microsoft O365 products is mandatory. Certificate (MCSA) is mandatory.
• MCSE Certificate is a plus
• ITIL Foundation certificate is mandatory.
• ITIL Service Capability OSA certificate is a plus.
• ITIL Service Capability RCV certificate is a plus.
• - Experience in troubleshooting and strong PowerShell scripting is mandatory.
• - Reporting and analysis skills are preferred.
• Project management knowledge is a plus.
• Experience in Microsoft SQL is mandatory. Certificate is a plus.
• Experience in Windows Server 2016 or 2019 is mandatory. Certificate is a plus.
Personal skills:
Interpersonal organization.
Dedication, sense of ownership
Ability to work in teams
Excellent oral and written communication skills.
Must be team oriented
Must have technical support experience via the phone and via direct customer facing
Must have systems support experience, preferably in a large production environment
Experience in working with professionals from other cultures
Excellent spoken and written English
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