Job Title:

Job Description

Main Responsibilities

• Managing a team of local IT Ops technicians.
• Ensuring the upskilling of the IT Ops team.
• Ensuring the respect of the response and resolution SLAs for incident and requests tickets.
• Active participation in delivery and execution of the Incident Management process. In case of Sev1 incidents, validate from production floor all the artifacts and extract details like Ping/Trace Route and initiate troubleshooting session with all platforms to isolate the problem.
• Ensure completion/addition/modification of Backup is managed & monitored daily.
• Solutioning and supporting new Transitions on Image & Desktops Readiness.
• Ensuring all PCI accounts are IT security compliant following PCI guidelines within the spans.
• All security controls are implemented starting from Active Directory group policy deployment on all production desktops from the active directory
• BCP test for IT infrastructure, links/firewalls specific to all accounts. Performing failover tests for Firewall, Network, Servers AD/DNS/DHCP services, PA & BA switch testing to ensure we are compliant with BCP guidelines and contractual obligations to the customer.
• Ensure compliance & security for the site. Maintaining system compliance & audits following COPC, ISO 27001, Iso 9001 standards & ensure 100% contract compliance.
• Muster L2 / L3 support for all network, server & voice infrastructure for CNX and client owned equipment as applicable.
• Daily, weekly, monthly review of all pending tickets within the span
• Site Hardening testing.
• Ensure validation and corrective actions including validation of controls like printer permissions, AD Users & computers permissions for restriction of c: guide permission, saving rights, software installation rights & software deployment on desktops.

Qualifications and Experience Required

• 8+ years' experience supporting desktop/laptop hardware and software in a Windows-based PC/LAN environment or equivalent
• B2 level minimum in English
• Bachelor's Degree/Post Graduate (Or equivalent)
• Knowledge of Windows, Network, Voice
• Knowledge of ITIL V4 Framework
• Proven problem management, incident management, customer/client management, change management, RCA and ticket analysis experience.
• Intermediate understanding of Enterprise Networks, Active Directory set up & Windows servers
• Demonstrable experience in ticket resolution using Remedy and ITIL based framework, maintaining systems compliance and audits as per ISO/IEC 27001:2013, ISO 22301 Business Continuity & PCI
• Flexibility to stretch & deliver within timelines.

• Validation & updation of images & documents on WDS to ensure all images are updated with latest patches, customer software, Service Packs etc.
• Measure & support b/w use of accounts and monthly reporting for bandwidth use.
• Validation of Client Asset/Software with client and ensuring all of these assets are a part of inventory.
• Update Daily/Monthly/Quarterly/Half Yearly/Yearly Health Checklist.
• Manage Local DHCP/File server for service delivery location as daily operation to support Business.
• Achieve and Maintain high IT VOC scores. Action planning for identified areas.
• Supporting a site running 24/7

Location:

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