Support & Maintenance Manager – Non Unix
1 week ago
- Works 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.
- Diploma/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.
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