Job Description: Responsibilities: 1. Responsible for the delivery of the support service for her/his capability
- Windows OS installation & Configuration
- Troubleshooting and fine tuning of Server OS
- Administrating / Monitoring Active Directory server
- Windows system administration
- Windows cluster configuration
- WSUS server configuration & Management
- Patching of windows servers
- Anti-Virus server configuration & Management
- DFS Installation, Configuration & Trouble shooting
- DNS, DHCP, OU, Group policy Configurations & management
- Exchange and Skype Installation, Configuration & Trouble shooting
2. Manage the TCE and quality of the support service delivered.
- Manage quality of service: Set, monitor and maintaining quality of service as measured by SLA/OLA and other metrics such as efficiency, customer satisfaction, and take corrective action as required.
- Monitor performance of operations against budget. Compile and analyze necessary data.
- Plan and implement Continuous improvement plans
- Drive Continuous Quality and Productivity improvements.
- Participate in internal and external quality audits
- Create and maintain the internal and procedures and working instructions to deliver Incident, Change, Capacity and Problem Management, in line with DXC quality standards.
3. Communication and reporting
- Manage administrative/reporting activities
- Conduct and/or participate in service reviews with Project Manager
- Communicate project/program/service status and issues.
- Provide clear communication to the delivery team in weekly team meeting and monthly discussions.
4. Vendor Management
- Manage the relationship with 3rd parties to build a high-performance team.
- Maintain, manage relationship and coordinate with Vendor/OEM as required.
5. Financial
- Validate all financial metrics. Identify key pricing assumptions and associated issues. Document all financial information.
- Manage budgeting and forecasting.
6. Link to ITO BU
- Ensure adherence to ITO Service Portfolio.
- Build strong cooperation throughout the overall delivery channel within UAE. From Incident, Problem & Change Management teams
Education and Experience Required: - Educated to Degree Level or Equivalent within the IT Services Industry or minimum 10 Years Experience, working within IT Management, Services & High availability concepts within a 24*7 Operations Environment.
- Proven track record in Wintel Administration and Operational Management for meeting service line objectives and customer satisfaction.
- Strong Negotiation, Leadership & Motivational Skills. Must be able to demonstrate guidance, control & lead by example.
- Good understanding of ITSM\ITIL processes, preferably ITIL v2 or v3 certified.
- Should have either 1 of the below:
- Microsoft Certified Engineer
- Microsoft certified Professional (MCP-70-270).
- Microsoft Certified System Administrator.
- Microsoft Certified Technology Specialist
- People and Team Manager
- Must be a Customer orientated professional. Flexible, self motivated with the ability to work under pressure in an International and culturally diverse organization
