Infrastructure and system Administrator

Job Duties & Responsibilities:

1. Incident & Problem Management:
   • Take responsibility for technical support of incidents, problems, and critical changes, ensuring that high-severity issues are promptly addressed and resolved.
   • Manage the lifecycle of service requests and major/high severity tickets, providing restoration support and ensuring that incidents are documented properly.
2. Change Management:
   • Oversee and drive change management processes, including obtaining approvals, monitoring the execution of changes, and ensuring that they are implemented effectively without disrupting the business.
3. Technical Escalation Management:
   • Act as the single point of contact during technical escalation processes, working to resolve complex issues or escalate them to the appropriate higher-level support.
4. Auditing & Best Practices:
   • Perform audits on customer environments and recommend best practices for improvements, security, or operational efficiency.
   • Document and review Standard Operating Procedures (SOPs), upgrade drafts, and change reports.
5. Customer Engagement & POCs:
   • Understand customer requirements, conduct Proof of Concept (POC) presentations, and deliver demos for new customers or solutions.
   • Build and maintain strong customer relationships, providing ongoing support and guidance.
6. Risk Analysis & Mitigation:
   • Perform risk analysis for customers, identifying potential threats to system stability and recommending appropriate mitigation strategies.
7. Mentoring & Training:
   • Provide mentoring and training to the team to enhance technical competency and ensure smooth handling of customer requests and incidents.
8. Business Support:
   • Support the organization based on business needs, including adapting to changes in requirements or priorities.
9. International Communication:
   • Manage customer relationships and communications in an international context, requiring proficiency in written and spoken English.

Qualifications:

1. Experience & Skills:
   • Hands-on experience (2+ years) in the technologies mentioned below is a requirement:
     • VMware vSphere and Hyper-V (virtualization).
     • VMware Horizon View and vWorkspace (desktop virtualization).
     • AWS and Azure (cloud platforms).
     • SCOM (System Center Operations Manager).
     • SCCM (System Center Configuration Manager) and Chef Infra (configuration management and automation).
     • Windows Server knowledge and support experience.
     • Physical infrastructure knowledge, including Rack Servers, Blade Servers, and Chassis.
     • Basic/Intermediate network knowledge (e.g., TCP/IP, DNS, DHCP).
     • ITIL knowledge (Basic/Intermediate) for aligning services with business needs and best practices.
2. Certifications (Bonus):
   • Certifications in relevant technologies or frameworks will be an advantage but not strictly required. Certifications that could be beneficial include:
     • VMware certifications (e.g., VCP, VCAP).
     • AWS, Azure, or Microsoft certifications.
     • ITIL certifications (e.g., ITIL Foundation).
3. Soft Skills:
   • Strong communication skills, both written and verbal, especially in English.
   • Ability to work in a customer-facing role and maintain positive relationships.
   • A strong problem-solving mindset, with the ability to address complex technical issues effectively.
   • A collaborative team player with the ability to mentor and share knowledge.
4. Technical & Analytical Skills:
   • Attention to detail and strong analytical skills to troubleshoot and identify root causes of incidents.
   • Ability to manage multiple tasks and priorities in a fast-paced environment.
   • Proficiency in documentation and reporting, ensuring that all actions and decisions are clearly recorded.

Ideal Candidate Profile:

The ideal candidate will be someone who:

• Has a solid technical background in virtualization (VMware, Hyper-V), cloud technologies (AWS, Azure), and system administration (Windows Server, physical infrastructure).
• Can handle high-severity incidents and technical escalations effectively, with a customer-centric attitude.
• Has experience with change management and can manage the process of implementing changes without disruption.
• Is comfortable working in an international, English-speaking environment and has experience mentoring teams.
• Is detail-oriented, with strong skills in risk analysis, incident management, and documentation.