Job Description
ROLE AND RESPONSIBILITIES

Able to demonstrate the following:

• To provide “day-to-day” delivery of Collaboration, Directory, Security, and Datacentre services
• Responsible for service quality and delivering the operational services required by the EMS operational model.
• Ensure that all incidents, requests, problems, and changes are dealt with according to agreed procedures, processes, and tools.
• Excellent leadership, time management, and organizational skills
• Familiarity with 2nd line troubleshooting for several technologies such as Microsoft 365, Azure, Datacenter services, Security, and Email related problems
• Knowledge of Microsoft Office applications and other office management tools
• Experience with implementation and design of Hypervisor cluster environments. (Hyper-V, VMWare)
• Solid understanding/management of public cloud IAAS offerings
• Solid understanding/management of datacenter grade technologies such as Backup toolsets, Virtualization technologies, Storage, & Vulnerability management

EXPECTATIONS:

• Responsible for effective resolution of incidents, requests, and problems and ensuring these are delivered with defined service levels
• Ensure all tasks are scheduled and acted upon in the Operations schedule
• Ensure that service platforms are at optimum operating levels to deliver the required services back to business
• Ensure all standards are adhered to for the related services
• Ensure all in-scope clients systems are managed through the ESM stack of tools
• Accountable for the health and functionality of monitoring systems within the defined services
• Consulting Technical Managers, Operational leads, and Senior Engineers to understand system requirements and design solutions
• Support the development of service improvements for live services
• Compile and maintain the relevant procedures and work instructions to support the business requirements
• Maintain technology standards for the required services
• Ensure that changes to services are reviewed and approved by the business, implemented, and communicated
• Responsible for change planning and implementations
• Drive continuous service improvement(s) to maximize the effectiveness and quality of services
• Ensure that capacity and availability of related services are managed within thresholds
• Ensure security best practices are maintained
• Responsible for ensuring the relevant services continuity plans are tested as per operations schedules.
• Responsible for the documentation and the continuous updating of Standard Operating Procedures (SOPs) and ensuring all tasks are performed according to the defined SOPs.
• Work with all IT Operations Teams to align and develop and enhance key processes 

ITIL:

• Good understanding of the incident management practice
• Good understanding of the request fulfillment practice
• Good understanding of change management
• Identifying urgency, impact, and general timelines of the issue
• Provide the necessary resolution or escalate for assistance.
• Provide the necessary escalation to various Operations Managers, where urgency or impact has been identified
• Vendor Management – Act as a point of contact for both vendor and customer and carry out the necessary coordination of tasks or simply translating the requirement for both