Sr. Infrastructure System Engineer

Total-TECH Co.

” The Job Description”

  1. 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.
  2. Customer Management:  Meet with customers at management and professional level on weekly bases; track complaints, requirements and report.
  3. Crisis Management & Escalations: Managing any crisis related to the system.  Escalate to vendor and management when needed. Follow the crisis management process.
  4. 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.
  5. 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.
  6. Delivery of project tasks on time and in quality according to agreed project plans.
  7. Delivery of regular defined reports in time and in quality (e.g.: Backlog).
  8. 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.
  9. Compliance to operational processes, measured by exceptions only.
  10. Providing operational assessment to future projects with all pros/cons.
  11. Ensure finishing at least 90% of service improvement topics planned for the FY.
  12. Creating and Assessing 100% of Active Directory related changes before CAB meeting.
  13. Closing 90% of problem cases with required (root-cause/preventive actions) within agreed KPIs.
  14. Delivering all required reports & scorecards within agreed timelines.
  • BSC in Engineering or Computer Science.
  • 4-6 years IT working experience.
  • 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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