Senior Engineer - System Administration
Linedata
Bombay, IN
2d ago

L'entreprise : LinedataMumbai

At Linedata we believe finance matters to our society as much as energy to life and fueling financial transformation is vital for development and leadership.

WE HUMANIZE TECHNOLOGY

20 years experience, 20 offices, covering 50 countries, more than 700 clients, we are close to 1300 employees providing global humanized technology solutions aimed at the investment management and credit community.

Linedata supports companies to grow and strengthens the development of its clients.

Description du poste

Candidate will be responsible for managing 3-5 team members delivering L1, L2 and L3 remote support to the clients. He will need to ensure that customer expectations are met and defined performance metrics / benchmarks adhering to ITIL-based standard operating procedures.

As a Team Lead, candidate must set an example for team by exhibiting a high level of professionalism and exercising sound judgment to provide timely resolution of problems.

Candidate must demonstrate as a Subject Matter Expert on IT service deliveries and provide technical inputs on resolution

Candidate would be a part of 24*7 rotation support and would be responsible to provide oversight on planned maintenance activities.

Candidate would need to provide on-call rotational coverage, during non-business hours.

Responsibilities

  • Manage the success of technical team in delivering quality end-user technology support and adhering to service level agreement goals
  • Work as a technical point of escalation for the clients of Gravitas and provide resolution within established SLA targets.
  • Conduct BCP drills and drive IT DR framework with minimal supervision during off-business hours for multiple client and account requirements.
  • Participates in the development, implementation, and maintenance of business continuity / DR / Vendor Assessment plans, policies, and procedures.
  • Administer global backup solutions in keeping with long-term strategic plan for backup system management and platform maturity, including cross-platform / multi-cloud recovery, business continuity / disaster recovery, automation.
  • Work promptly to have resolve all incoming infrastructure issues by phone, email or chat
  • Document issue status and provide updates to management and end-users in near real-time
  • Co-ordinate with onshore support / cross functional teams to deliver IT services for customers
  • Follow up on outstanding issues, setting up Resolution state and ensure timely solution along with Customer satisfaction.
  • Drive service improvement via gap analysis and ongoing review of SLA-driven KPI's.
  • Work with management to develop process and procedures that are aligned to industry best practices. Contribute to availability, data protection, and system integrity strategies.
  • Create executive dashboards for reporting on KPI's based on established SLA targets
  • Represent the Support Services team at executive-level and client-facing meetings when required
  • Identify personnel strengths and deficiencies and manage staff to the highest level of efficiency and operations excellence
  • Develop, document, and maintain standard operating procedures, best practices, and customer service guidelines.
  • Provide white glove client services for end user management.
  • Conduct periodic trainings to team members and ensure runbooks / documentation is up to date
  • Skills Required

  • Strong working knowledge of infrastructure system services (e.g., Active Directory, DHCP, DNS, DFS / NFS, NTP, SSH)
  • Designi
  • Description du profil

    Candidate will be responsible for managing 3-5 team members delivering L1, L2 and L3 remote support to the clients. He will need to ensure that customer expectations are met and defined performance metrics / benchmarks adhering to ITIL-based standard operating procedures.

    As a Team Lead, candidate must set an example for team by exhibiting a high level of professionalism and exercising sound judgment to provide timely resolution of problems.

    Candidate must demonstrate as a Subject Matter Expert on IT service deliveries and provide technical inputs on resolution

    Candidate would be a part of 24*7 rotation support and would be responsible to provide oversight on planned maintenance activities.

    Candidate would need to provide on-call rotational coverage, during non-business hours.Référence : 2021-779

    Report this job
    checkmark

    Thank you for reporting this job!

    Your feedback will help us improve the quality of our services.

    Apply
    My Email
    By clicking on "Continue", I give neuvoo consent to process my data and to send me email alerts, as detailed in neuvoo's Privacy Policy . I may withdraw my consent or unsubscribe at any time.
    Continue
    Application form