Roles and Responsibilities
Co-ordinating with IT engineers for day today IT operations and make sure all offered services to clients are up and functioning uninterruptedly.
Monitoring the IT engineers productivity and tracking quality of service delivery
Providing guidelines and IT process to IT engineers and addressing the issues based on the defined process and assist in understanding the process and resolving complex issues.
Tracking and monitoring of all IT asset inventory at each centre with defined security measures.
Ensure preventive maintenance for all centres are conducted at a regular interval of time.
Tracking and monitoring helpdesk tickets of engineers to improve the productivity and closer of the case as per defined process and SLA.
Keeping track of the custom request and make sure respective services have delivered and billed as per the agreement.
Co-ordinating with other department for any IT requests (client) or customizations with proper business need and defined IT process/Policies.
Make sure critical servers and services are up and functioning uninterrupted.
Domain policies and security patches are deployed on all the user profile/machines at a regular interval of time.
Make sure all corporate applications are functioning and getting renewal at a regular interval of time.
Creating Corporate and Opex budget with actual and projected cost for the financial year. To make sure no short of budget in SAP to procure required asset.
Providing a detailed demo or walk through to the newly introduced products to end user.
Performing preventive maintenance for all servers. Ensuring all critical servers have a regular check.
Procurement and vendor management Monitoring and following up on new requests-applications, hardware, and AMC renewals
Working with procurement team to on board the proper vendor and sharing the expectations of project.
Negotiating and following up with vendor on agreed services based on the defined SLA.
Cross verifying the invoices submitted by vendor before sending to finance team for payment. Make sure all services/assets are procured as per PO.
Co-ordinating with vendors for training to IT engineers on offered services
Working knowledge on Windows server-2012 R2 and above, AD Services and DNS.
Working knowledge on VM Ware/Nutanix and AWS cloud technologies.
Working knowledge on Print services.
Working knowledge on MS-Office-365 (Email, OneDrive and MS team)
Working knowledge on basics of network technologies
Working knowledge on ticketing tool and service desk workflow
Working knowledge on client machines such as Windows-10, MacBook and Mobile device management
Certifications: MSCE, CCNA, ITIL