Senior Infrastructure Engineer
Civica
Vadodara - India, GB
31d ago

We require a Senior Infrastructure Engineer to join our team in Vadodara, India, to provide first line technical and customer support to Civica’ s customer base and act as an escalation point for First Line Analysts.

Role Responsibilities :

  • Identifies and resolves issues with supported applications and infrastructures, following agreed procedures. Carry out agreed maintenance tasks under the supervision of the First Line Team Leader
  • Prioritise and diagnose incidents according to agreed procedures. Investigates causes of incidents and seeks resolution.
  • Escalates unresolved incidents. Document and close, resolved incidents and service requests

  • Assist with the specification, development, research and evaluation of service standards. Applies these standards to resolve or escalate issues and gives technical briefings to staff members
  • Initiates and monitors actions to investigate and resolve problems in systems and services, using the problem management process.
  • Determines problem fixes / remedies. Assists with the implementation of agreed remedies and preventative measures

  • Develop, document and implement changes based on requests for change. Applies change control procedures, liaising with Second line and the Change Advisory Board
  • Mentor team members either on an individual or group basis to ensure their understanding of technologies supported. Provides direction, support and guidance as necessary.
  • Acts to facilitate effective working relationships between team members

  • Act as an escalation point for all complex incidents and requests
  • Maintain accurate records of work completed, changes made, customer interactions in line with data protection laws and Civica policies, and on the systems designated by Civica
  • Adhere to current Service Centre Service Management policies, processes and procedures (e.g. ticket handling policy, incident management, request fulfilment and problem management)
  • Maintain and develop your customer skills, technical skills and knowledge of current Civica process and procedures so that you can perform your role in line with the requirements of the business, as advised by or agreed by your line manager
  • Take personal responsibility for managing your time effectively and proactively. For example, in meeting any performance standards on utilisation, engage management when you are under and over utilised
  • Make suggestions to improve policies, processes, procedures and operations. Support to continuous improvement through active participation
  • Meet productivity and quality performance standards for customer experience, compliance and operational excellence set from time to time by line management, for example utilisation, attendance and workload.
  • Meet contribution standards for knowledge management and continuous improvement set by your line manager.

  • Meet SMART objectives set by your line manager through the Civica performance management process.
  • Required Skills :

  • Understand who the customer is and what their needs are; develop on-going relationships through quality of service provided and management of customer expectations.
  • The behaviors / attitudes relevant to this are :

  • Encourage others to focus on the customer, identify potential improvements to service
  • Resolve complex customer service issues, escalate where necessary
  • Act as a role model for high quality customer service
  • Record and manage customer incidents, problems and service requests through to resolution. The behaviors / attitudes relevant to this are :
  • Receive and handle more complicated customer requests
  • Employ expertise to ensure that incidents and requests are handled effectively
  • Assist in day to day management of service
  • Actively assist team members
  • Demonstrate active listening and get message across in written, verbal and face to face communications (and understand when to choose the appropriate medium).
  • The behaviors / attitudes relevant to this are :

  • Demonstrate excellent communication skills; adapt to suit the situation
  • Communicate difficult messages clearly, taking into account the feelings of the person receiving the message
  • Help team share information
  • Work cooperatively with others in achieving customer satisfaction and team goals. Share information and knowledge and understand how work of other teams relates to own.
  • The behaviors / attitudes relevant to this are :

  • Understand roles of other teams and draw on expertise outside immediate team to resolve customer issues
  • Manage the performance of support service; manage customer expectations and enable effective resolution / completion of service incidents, problems and requests for change.
  • The behaviors / attitudes relevant to this are :

  • Utilize support systems and associated reporting to diagnose departmental service delivery problems and identify actions to maintain or improve levels of service
  • Understand the need for change and respond positively; take ownership for suggesting improvements and seeing them through.
  • The behaviors / attitudes relevant to this are :

  • Effective communication of reason for change
  • Engage relevant team members (or other colleagues) early in the process
  • Desirable :

  • Windows 2008 / 2012 R2 Including Active Directory, DNS, DHCP, Group Policy,
  • Microsoft System Centre (DPM, SCOM, SCCM)
  • SCCM 2012
  • Exchange 2013, 2016 support and administration
  • MS SQL 2005, 2008 implementation
  • Server hardware configuration, specifically Dell
  • Network design principles and implementation, inc TCP / IP, traffic routing, DNS, VLAN etc
  • Configuration and support of managed switches specifically HP and Dell
  • MS Hyper V, inc SCVMM with Clustering
  • SAN implementation and administration in clustered and DR environments
  • Experience of Backup systems, MS DPM, and Backup Exec
  • Skype For Business implementation and support
  • Firewall and Router Configuration
  • PowerShell for Windows
  • Qualification or experience in ITIL v3
  • Azure and AWS awareness
  • Experience of working within a direct customer facing environment
  • DEVOPS experience
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