Senior Infrastructure System Engineer

Job description / Role

Role purpose:

Provide a second level of escalation (L3 support) for Office IT operations. Proficient on supporting any Global Active Directory, ADFS, AD Connect, Office 365 and License assignment. Works on assignments that are extremely complex in nature where a high degree of independent judgment, initiative and technical knowledge are required to resolve problems. Works independently and has ability to handle most unique situations. Involved in performance analysis, capacity analysis and configuration management for servers. End to End ownership of supported services and a acts as mentor for L1 support professionals, participates in training sessions for new comers. Responsible of maintaining and achieving the agreed SLA.

Key accountabilities and decision ownership:

Putting Customers First
- Makes sure the team focus on delivering customer needs.
- Exceed customer expectations

Performing through our people
- Respects other team members
- Offers help when the team is overworked
- Takes responsibility of mistakes, never points the finger at others.
- Has the highest standard of integrity.

Delivering results
- Makes the best use of available resources
- Meets deadlines, makes things happen
- Manages own time effectively

Managing a changing environment
- Shares own ideas, accepts suggestions from colleagues
- Acts quickly when change is needed
- Identifies practical solutions to problems without reinventing the wheel

Making a personal difference
- Builds network with other team leaders
- Open and understanding
- Always curious and looking for better ways to do things
- Makes the most of what we've got

Communicating for impact
- Encourages people to be open and share their views
- Convinces other people of a point of view
- Keeps all relevant people appropriately informed
- Builds on people's ideas

Key performance indicators:
- Number of Trouble tickets closed verses Number of Trouble tickets assigned.
- Number of Trouble tickets closed successfully verses Number of Trouble tickets closed.
- Number of trouble tickets closed according to the SLA.
- Ensure to meet the systems availability for all the backend systems excluding planned outage.
- Must have technical / professional qualifications:

Requirements

Education:
- BSC in Engineering or Computer Science

Work Experience:
- Minimum 5 years IT working experience

PC Knowledge:
Professional Level
Technical skills:
- Strong experience in Microsoft O365 products is mandatory. Certificate (MCSA) is mandatory.
- MCSE Certificate is a plus
- ITIL Foundation certificate is mandatory.
- ITIL Service Capability OSA certificate is a plus.
- ITIL Service Capability RCV certificate is a plus.
- Experience in troubleshooting and strong PowerShell scripting is mandatory.
- Reporting and analysis skills are preferred.
- Project management knowledge is a plus.
- Experience in Microsoft SQL is mandatory. Certificate is a plus.
- Experience in Windows Server 2016 or 2019 is mandatory. Certificate is a plus.

Personal skills:
- Interpersonal organization.
- Dedication, sense of ownership
- Ability to work in teams
- Excellent oral and written communication skills.
- Must be team oriented
- Must have technical support experience via the phone and via direct customer facing
- Must have systems support experience, preferably in a large production environment
- Experience in working with professionals from other cultures
- Excellent spoken and written English

About the Company

At Vodafone, we are known for our technology, but the truth is, it is humanity that drives our business forward. With the global pandemic raising so many questions for tech brands, it has highlighted the leading role that we need to play.

We believe that, when working together, humanity and technology can find the answers and create a better future for all.

Working at Vodafone is all about helping people feel ready to benefit from new technology. We bring the future to even the most remote places, using technology to help families in disaster zones, showing young people that a phone is not just for fun and thinking about technology that doesn’t even exist yet.