Support & Maintenance Manager – Non UnixResponsibilitiesWorks with Technical Lead on specific accounts to plan resources for Preventive Maintenance activities and reviews preventive maintenance reports.
Assists Technical Lead to monitor incident tickets' status.
Ensures incident tickets are attended to according to Service Level Agreements.
Coordinates multiple parties to resolve incidents.
Reviews and ensures incident reports are submitted in a timely manner.
Monitors and ensures problem management reports are submitted in a timely manner.
Coordinates technical teams to prepare problem management reports.
Plans resources and assigns tickets to the right engineers with the right skills.
Monitors projects' status and ensures projects run smoothly.
Assists engineers to escalate when required.
Ensures projects are closed and billed within stipulated timelines.
Conducts project meetings/reviews as and when required.
Submits monthly project updates for Systems Tower Meeting.
Attends tender and Request for Proposal meetings.
Defines Scope of Work and man-days required.
Provides costing to sales team on add-on products.
Reviews and highlights project deployment risks.
Plans and identifies technical training to groom Level 1, 2 and 3 engineers.
RequirementsDiploma/Degree in Information Technology or equivalent.
Minimum 8 years' experience managing a team in an IT related environment.
Ability to configure and design infrastructure solutions based on VMware/Microsoft/Storage solutions.
Good knowledge in IT troubleshooting and root cause analysis.
Good working knowledge of Active Directory, DNS & DHCP, Windows operating systems configuration, troubleshooting & implementation.
Good working knowledge of networking, e.g.
TCP/IP and routing.
Knowledge of Backup solutions (Symantec, Veeam or EMC Networker) and SAN Storage (EMC/NetApp) are an added advantage.
Technical skills requirements in any of the following areas:
MS Windows OS, Active Directory, DNS, DHCP, Hyper-V, SQL, SCCM, SCOM etc.
VMware vSphere, vCenter, SRM, HA.
HP or IBM Servers, Blade Servers, Storages.
Preferred Minimum Certifications: MCITP, MCTS, MCSE, MCSA.
Any of the following Certifications will be a plus: VMware VCP5, HP ATP, AIS, ASE, MASE and ITIL.#J-18808-Ljbffr