Infrastructure Managed Services Careers

Summary

The primary role of L1 Infrastructure & Systems Engineer is to be responsible for technical support after implementation of an infrastructure solution ensuring stable operations. Emphasis is on the ability to understand customer operational requirements and work with the team to ensure KPIs are met.

Responsibilities

• Responsible to provide task-to-task handover list (shift model) to ensure that knowledge and work already done are preserved when the new shift starts, eliminating the need for duplicate work and to avoid customer frustration.
• Responsible for incident solving and troubleshooting to minimize and eliminate potential downtime that would affect the customer’s business which may result in loss of revenue.
• Responsible for successful request implementation to ensure that the customer’s requests are delivered within the SLA and up to the customers’ expectations. Management of infrastructure resources according to customer requests and capacity needs from Operations & Delivery Manager.
• Responsible for keeping the customer updated with the progress of incident/request/change management tickets with the aim to manage the right expectations thus avoiding any potential negative feedback from the customer.
• Ensures that best practices are executed in accordance to industry standards thus conforming to strict quality standards ensuring deliverables of highest standards. Update and maintenance of knowledge-base and troubleshooting articles.
• Ensure service provided meets requirements of SLA, including agreed parameters around quality, cost, and availability/reliability to ensure delivery within designated key measures, CSL and service description.
• Monitoring availability and performance of the platform to ensure that agreed service levels are met, without service interruption.
• Ensure the performance and quality of service being delivered to customers is meeting requirements and agreed service levels through ITIL standards. Also, to ensure meeting all audit and security compliancy criteria.
• Manage basic permissions, access rights and allocations in accordance with best practices regarding privacy, security, and regulatory compliance.
• Manage remote replications, monitor the daily data replication, node redundancy; storage snapshots; provide high availability of storage.
• Be available for on-call/shift support as needed.

Key Requirements 

• Good command in English, both written and spoken.
• Able to communicate effectively either verbally or through email with higher management or experienced engineer.
• Adapts him/herself to different forms of cultural interaction.
• Judges’ emotion, empathizes as necessary, escalates possible conflict situations to relevant stakeholders.
• Able to accept constructive criticism and deals constructively with negative experiences.
• Embraces the idea of learning from error.
• Communicates clearly with regards to change, so that all parties impacted have a clear understanding.
• Actively strives to promote collaboration within the organization by well-developed networks.
• Deals with difficult situations and manages them effectively. 

Summary

The primary role of Level 2 Infrastructure & Systems Engineer is to be responsible for technical support after implementation of the infrastructure solution ensuring stable & smooth Operations. Emphasis is on the ability to understand customer operational requirements and work with the team to ensure KPIs are met. Fulfils tasks on-time and conscientiously recognizes possible gaps and risks within operational services and identifies these to relevant stakeholders.

Responsibilities

• Provide root-cause analysis with clear measures in mitigating the issue permanently.
• Able to independently troubleshoot and provide solution.
• Respond to all requests in a timely and efficient manner according to Service Level Agreements and comply to the company’s standard policies/guidelines in line with Quality measures.
• Ensures that project is transferred smoothly to Operations Center ensuring that deliverables is clear and achievable. 
• Review and provide updates on documentation.
• Prepares, updates and executes provision/migration scripts to performs activities efficiently.
• Adapt with latest technologies available and in demand in the market.
• Able to communicate effectively either verbally or through email with higher management or experienced engineer.
• Able to lead the Technical discussion and provide recommendation to support the finding.
• Able to perform server migration, storage level data migration, and any infrastructure changes activity.
• Prepare runbook, interface list, infrastructure landscape details.
• Manage remote replications, monitor the daily data replication, node redundancy; storage snapshots; provide high availability of storage.
• Manage basic permissions, access rights and allocations in accordance with best practices regarding privacy, security, and regulatory compliance.
• Perform enterprise-wide platform patching and firmware/microcode upgrade to ensure that all systems in the infrastructure are compliant to Solution Architecture roadmap and in good health state.
• Interface with customers/stakeholders on project activities, issues, etc
• Up to date of the current portfolio/services provided by the company.
• Be available for on-call support as needed. 

Key Requirements 

• Good command in English, both written and spoken.
• Able to communicate effectively either verbally or through email with higher management or experienced engineer.
• Adapts him/herself to different forms of cultural interaction.
• Judges’ emotion, empathises as necessary, escalates possible conflict situations to relevant stakeholders.
• Able to accept constructive criticism and deals constructively with negative experiences.
• Embraces the idea of learning from error.
• Communicates clearly with regards to change, so that all parties impacted have a clear understanding.
• Actively strives to promote collaboration within the organisation by well-developed networks.
• Deals with difficult situations and manages them effectively. 

Summary

The primary role for L3 Infrastructure & Systems Engineer is to be responsible for technical support during business development case studies for various applications based on their expertise until implementation of the infrastructure solution ensuring stable Operations. Emphasis is on the ability to understand customer requirements and work with a team to provide solutions with costing, timing, and resources in consideration.   

Responsibilities

• Handles escalation from Level 2 Infrastructure & Systems Engineer 
• Responsible as Infrastructure Landscape owner
• Handles investigation for major incident through PRM approach.
• Coordinates technical activities with the team especially for major and complex activities.
• Involve in Transition to Support or migration meetings. 
• Presents complex content in a structured and comprehensible manner. Makes use of various media for this purpose. Uses an individual approach to the audience.
• Moderates/leads meetings of the squad team. Structure topics and handles them efficiently in terms of timing and with a focus on goals and results together with the group.
• Delivers technical concept based on customer/project requirements with emphasis on automation tools available.
• Demonstration of desire to keep abreast of technological changes and recommends service improvements and cost savings measures.
• Involves in pre-sales / upselling activity for new business and additional revenue.
• Well versed in security following ISO standards
• In-depth knowledge of system performance, troubleshooting and able to translate and explain the issue and solution in layman’s term to non-technical customer/stakeholders.
• Drives technical escalation calls.
• Able to translate business requirements into appropriate technical solutions.
• Proactively networks with other colleagues across the organization locally and globally.
• Perform enterprise-wide platform patching and firmware/microcode upgrade to ensure that all systems in the infrastructure are compliant to Solution Architecture roadmap and in good health state. 
• Customer (internal/external) specific engagements which will in turn show the customer the level of professionalism to gain trust which is one of the crucial factors in account sustainability. 

Key Requirements 

• Good command in English, both written and spoken.
• Develops and integrates ideas for the improvement of the quality of procedures and results within the area of expertise.
• Good documentation skills.
• Grasps complex issues, analyses in a goal-orientated manner, and seeks alternative solutions, ensures issue resolution.
• Knows and uses problem solving techniques or methodologies in order to achieve desired and sustainable results.
• Possesses analytical abilities to properly understand complex customer requirements.
• Able to deal with and mitigate conflict, both internally and externally as required.
• Strong interpersonal skills to interact with fellow team members, fellow Company’ and bundle teams both regionally and globally, customer project resources for project-type activities, and various customer and customer segment representatives.
• Excellent Customer interface/service skills.
• Possess people management skills.
• Proactively networks with other managers and senior executives across the organization locally and globally. 
• Understands how the business model works in his/her area and is well connected to the sources of new business in his/her area and can influence them.
• Empowering, mentoring, coaching and motivating people within his/her area.
• Troubleshooting and diagnostic skills. (Troubleshooting: The process of solving a problem or determining a problem to an issue)
• Ability to work in a global environment and with colleagues in other regions; this might include customers, customer segment teams, application focal points, other internal teams, and vendors.
• Good documentation skills.