Job Summary
Performance & Delivery\r\no Carry out industry standard test to diagnose and resolve faults\r\no Explain technical solutions to non-technical staff\r\no Stay abreast of advances in technology, especially Industrial IT (OT)\r\no Management and support of the various environments. \r\n• Management of Security\r\no Software and licenses\r\no Set up and maintenance of security rights and access permissions. \r\n• Server Administration (Physical, VM-Ware-Hyper V, Virtualization, Backup, Server Security, Patching, Firmware)\r\n• Provide the necessary user documentation. \r\n• Review project activities for compliance with procedures and standards. \r\n• Play a lead role in the development and implementation of Servers in area of responsibility. \r\n• Contributing to Technical Strategy, Policy and Procedures for OT \r\n• Development and operation of technical testing programs. \r\n• Production of technical and architectural documentation to agreed quality standards. \r\n• Reporting on progress/issues to management and users. \r\n• Management and liaison of supplier/contractual relationships. \r\n• Monitoring and responding to issues. \r\n• Delivering on project plans as and when required. \r\n• Resolving cross-functional issues at technical level. \r\n• Defining requirements for reporting and interfacing. \r\n• Technician training and skill transfers \r\n• Analysis of current and future processes/systems \r\n• Plan and perform appropriate procedures, documentation, inventory assessments and other procedures elated to responsibility within OT. \r\n• Maximize system availability and performance through fault-tolerant configurations, efficient network and server architectures, and proactive monitoring. \r\n• Perform additional duties as assigned by management. \r\n• Maintain professionalism, good attitude and appropriate behaviour with IT/OT personnel, clients, and vendors. \r\n• Assist in maintaining a clean and orderly workplace/office\r\n• Single Point of Contact (SPOC) for Server Support in the area for responsibility\r\n• Ensure OT Server Support Services are delivered according to standard operating procedures and/or agreed Service Level Agreements (SLA)\r\n• Plan, schedule, and report relevant OT service delivery tasks, in line with the Anglo IM Operating Model\r\n• Build and improve client relationships. \r\n• Ensure that all clients meetings are attended in time as and when required\r\n• Participate on Problem Management for P1/P2 incidents and proactive problem management on recurring incidents (infrastructure and application)\r\n• Risk Management for all outstanding server infrastructure risks e.g., Single point of failures, End of Life Infrastructure etc,\r\n• Ensure OT Operational Scheduled tasks are executed on time\r\n• Assist with OT Monthly performance and SLA reports and provide server and infrastructure content on data presented in reports\r\n• Monitor and control site server and infrastructure priority calls (Incident Management) for Operational Technology (OT). \r\n• Focus on OT customer service, troubleshooting and immediate time-bound response for the OT users\r\n• Escalate complex queries to the relevant Support Experts for OT\r\n• Identify and drive service improvement opportunities from data trend analysis and OT customer input/need\r\n• Ensure effective OT change management processes are in place for any new OT infrastructure or system changes on site\r\n• Ensure continuous communication, technical resolution, and feedback regarding escalations to customers\r\n• Ensure housekeeping activities and preventative maintenance is being performed.\r\n• Assist to coach and develop OT resources\r\n• Manage and or perform all relevant administration to achieve efficiency.\r\n• Attend daily, wee
Key Responsibilities
2. Conduct Root Cause Analysis On Escalated Issues To Identify And Implement Corrective Actions, Enhancing System Reliability And Reducing Recurrence.
3. Contribute To Knowledge Base Management By Documenting Solutions And Updates, Enabling Efficient Information Sharing And Training Of New Team Members.
4. Facilitate Training Sessions For Freshers And Coaching For Analysts, Fostering Skill Development And Ensuring Adherence To Quality Standards And Regulatory Requirements.
5. Strive For Exceptional Customer Experience By Achieving First Call Resolution And Minimizing Rejected Resolutions And Reopened Cases, Thereby Enhancing Overall Csat.
Skill Requirements
2. Strong Understanding Of Support Ticketing Systems And Sla Management.
3. Familiarity With Root Cause Analysis Methodologies And Documentation Practices.
4. Excellent Communication And Interpersonal Skills To Facilitate Training And Support.
Other Requirements
2. Microsoft Certified: Windows Server Fundamentals (Optional But Valuable)