FUNCTIONS

Operations Management

• Performs advance troubleshooting on any Windows Server OS platform.
• Participate in the daily operation of Requests, Change and Project related tickets.
• Create documentations and conducts regular training sessions for L1s on troubleshooting and best practices geared towards succession planning
• Responds to escalations and quickly resolves Change related issues                   
• Perform regular analysis of servers and vm infra performance.  Makes recommendation based on available data to improve the system and prevent future incidents
• Review ticket trends and identify opportunities to minimize ticket counts
• Identify requests\incidents that does not have technical/process documentation and create them as needed for L1.
• Review documentation regulary and ensure they are up-to-date.
• Perform release to operation checks on newly built Windows Servers. Ensure all settings conforms to Alorica standards.
• Performs other tasks as required by their superiors

Scope

-Developing professional expertise, applies company policies and procedures to resolve a variety of issues.
Subject Matter Expertise

• Responsible for representing the ES team in technical engagements with both internal and external parties
• Responsible for supporting the creation of technical standards and policies, and ensuring that the same is consistently implemented and monitored.

Project & Activity Management

-Responsible for the end-to-end management of assigned network projects and activities.
- Responsible for liaising with other teams and vendors regarding technical matters concerning the assigned project.

Customer Relation & Engagement

-Responsible for representing the team during outages and in regular meetings.
- Responsible for ensuring that key deliverables with customers are followed through, tracked, updated and completed as per commitment.

Implementation Leadership

- Responsible for monitoring the queue and ensure SLAs are met

Project & Activity Support

- Responsible for ensuring timely completion of assigned tasks.
- Responsible for ensuring proper documentation and timely updates for assigned tasks.
- Responsible for the coordination with other teams in fulfilling the assigned tasks.

Troubleshooting

- Responsible for ensuring to work with concerned teams in troubleshooting of technology problems.
- Ensures that proper troubleshooting techniques, protocols and tools are used in coming up with recommendations and solutions.
- Ensures that technical recommendations are properly thought of/analyzed and based on hard facts.
- Provides regular updates on the troubleshooting to the team and management.

Routine Activity

- Responsible for the routine checking of the health and performance of the infrastructure and ensures potential issues are reported for immediate attention/resolution.
- Responsible in responding to Solarwinds alerts and incidents

- Responsible for documenting work turnover and cascading the same to the team.

Documentation

- Responsible for the regular review and creation of ES related documentation.

Reporting

- Responsible for the regular generation, analysis, review and releasing of reports.
- Responsible for the review, gap analysis and providing action plan to management.

Compliance

- Responsible for ensuring that information security guidelines and policies are followed and implemented.
- Responsible for the implementation of changes to ensure compliance of the infrastructure to the Information security guidelines and policies.

Job Complexity

- Works on problems of moderate scope where analysis of situations or data requires a review of a variety of factors. Exercises judgment within defined procedures and practices to determine appropriate action. Builds productive internal/external working relationships.

Supervision

– Independence of Action - Normally receives general instructions on routine work, detailed instructions on new projects or assignments.

QUALIFICATIONS
Technical  • Any Microsoft certification is required
• Any industry certification is a plus
• MCSA desired
• Must be able to perform intermediate to advanced troubleshooting
• Good understanding of any of the following technologies: Azure, Microsoft exchange, Teams, Office 365, Veeam, VMware NSX, VMware VSphere, Data Protector, SharePoint, Windows Operating System, SCCM, GPO, DNS, IIS, DHCP, Active Directory, Vmware Horizon View, Websense
• Working knowledge of Powershell scripting

Experience

• At least 4 years experience in configuring any server hardware platform, Managing Windows Servers and setup of Vmware ESXi

Soft Skills

• Must have effective interpersonal and communications skills
• Strong organizational skills and attention to detail required
• Ability to work well under pressure, multi-task and meet demanding deadlines

Education

• Candidate must possess at least a Bachelor's/College Degree or Post Graduate Diploma / Master's Degree in Computer Engineering, Electronics & Communications Engineering, Computer Science.

Character

• Analytical and team management skills are a must
• Should exhibit strong interpersonal and communication skills.

Industry

• Call Center / BPO work experience is highly preferred but not required

Others

• Filipino citizens or hold relevant residence status.
• Required language(s): English, Filipino