Contribute as a global team member in delivery of systems integration and engineering solutions for global enterprise services
Plan, manage and execute infrastructural changes; in accordance to standard change management protocol.
Handle project/ complex orders and request fulfilment in a timely and professional manner.
Generate standard operation reports for Operations Manager and Service Delivery Managers.
Assist in the execution of process improvement projects to increase productivity.
Ensure the performance and quality of services being delivered to customers is meeting requirements and agreed service levels through ITIL standard
Understands projects, their impact on the organization and importance of stakeholder management.
Advance understanding of business/customer landscape in terms of server/infrastructures and hosted services on the systems.
Fulfil desirable results contractually obligated with customer on a consistent manner to ensure fulfilment of business & technical criteria within agreed time line.
Plan, manage and execute infrastructural changes; in accordance to proper change management protocol.
Receive and fulfil customer requested application deployment and updates.
Take ownership of all Business requests, changes and scheduled tasks, and collaborate with other operation teams when necessary.
Develops and maintains best practices and standards for operation by providing standard guidance for the support and implementation of SharePoint solutions.
Understand the procedures / processes of different customers, and assure the compliancy of T-systems with Customers' processes, rules, regulations and policies.
Work closely with Service Engineering Team for Business Application on boarding/Capacity/ Configuration Management approval/Focal Point.
Act as a key person in the team as a Focal Point for change technical advice and escalation from Operation Engineer.
Well versed in security, system performance, troubleshooting, clustering, and fluent in scripting.
To conduct induction and training to technical members in change process and procedures to ensure consistent process knowledge in the team.
To assist team of order/request, change management, service delivery management, technical support analysts and leaders, having responsibility for their operational effectiveness and performance in line with contracted SLA to avoid contractual penalties.
To ensure the interfaces and relationships with other T-systems and cross bundle support groups and customer segment are clearly established and provide guidance to team members on the technical and administrative change & request processes involved.
Ensure consistent and accurate project progress and timeline report to be provided to customer and immediate superior for progress and performance tracking purpose.
Ensure consistent and effective operation processes & practices are in place. Ensuring the smooth day to day operation of the service. This is to ensure consistent delivery of service in accordance to service description.
University degree in Computer Science/IT/Engineering or equivalent technical or professional qualification with:
2-5 years of experience in a relevant field of activity for Intermediate Level.
Certified in ITIL to empower proper standards and procedures is an added advantages.
Basic knowledge of operation support experience in administration of Microsoft SharePoint Server 2007/2010/2013 or similar technologies
Good problem solving skill; able to breakdown complex technical issues in smaller unit for resolution.
Sound knowledge and experience in ITIL process framework such as Incident/Problem Management, Change/Release Management and Asset/Configuration Management.
Good experience on Microsoft Windows : 2008/2012/2016
At least one of these accreditations - MCTS: SharePoint2010/2013/2016, MCSE, MCITP or MCPD is an added advantage.
Involvement in project management is an added advantage.
Knowledge of Microsoft SQL 2008, 2012/2014 is an added advantage
Microsoft Clustering, Network Load balancing particularly on MS SQL 2012, 2014 Always-ON High Availability.
Experience and knowledge of K2 for SharePoint service is added advantage.
Scripting Expertise – WMI, VB Script, PowerShell
Knowledge on Microsoft Azure and Cloud Platform Technology.
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases