About this role
The Senior System Engineer is responsible to provide operational support to system infrastructure, support to the clients and resolution of technical issues and conducting root cause analysis. He is also required to manage change request through changes requests processes including requirement gathering, impact analysis, design, testing to integrate the change to existing environment
What will you do?
Responsible for team KPIs. Monitor and report KPIs.Manage the service level agreements (SLAs) as stated in the master contract (MSA) in the areas of:Desktop support managementServer support managementNetwork support managementSecurity support managementManage BAU operations and ad-hoc projects at the customer sitesManage project budgets vs actuals for project revenue and costEnsure service requests raised by customers are prioritized and delivered in accordance with the agreed timelineManage the customer’s expectation in term of service offering deliveryTo be the Single Point of Contact (SPOC) for customers for on-going operations and projectsAct as a further escalation point for the Team LeadProvide recommendation and execute improvement plan for managed Services (Service Assurance, including Risk Management)Interface with customers on a need basis for service improvement and recoveryEnsure QA perform for the team, and take action when necessaryManage and ensure team operation within budget (Capex and Opex allocated to team)Manage staffs that are stationed at the sitesParticipates in the development, implementation, communication and enforcement of policies, processes, procedures, standards and guidelinesInvolve with Team Leads to strategize on duty rostering or schedulingConduct regular review with Team Leads on team performance; management direction and announcementManage managed Services resources, including hiring, staff admin and welfare, maintain skills set and staff disciplineManage the development of staffs while identifying suitable trainings for them, promote talent development, and staff retentionReport to senior managers on any issue that could significantly impact the business / operation
The ideal candidate should be / possess:
At least 7 to 10 years of relevant experience in IT Systems (Windows Server 2019), including experience in managing project operation SLAs, P&L and resources ITIL Certified, ideally with PMP Preferably with experience across Microsoft System Center, Universal Windows Platform, Microsoft Active Directory, Veritas - Netbackup, Nutanix, Hyper-VEducated to a Degree level We are driven by our AEIOU beliefs—Adventure, Excellence, Integrity, Ownership, and Unity—and we seek individuals who embody these values in both their professional and personal lives. We are committed to our Impact: Valuing our clients, Growing our people, and Creating our future.
Together, we make the extraordinary happen.
Learn more about us at ncs.co and visit our LinkedIn career site.
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