Cross Technology Managed Services Engineer

• Works independently, with general direction from the client, stakeholders, team lead, or senior manager, to perform operational tasks to resolve all escalated incidents/requests in a timely manner within the agreed SLA.
• Timely and consistent updates of tickets with resolution tasks performed.
• Proactively identifies, investigates, analyses issues and errors prior to or when they occur and log all such incidents in a timely manner.
• Captures all required and relevant information for immediate resolution.
• Provides forth level support to all escalated incidents, requests and identify the root cause of incidents and problems, respond to tickets where third line engineer teams were unable to fix the problem.
• Shares such knowledge, to resolve issues, document them, and push the knowledge down to other engineers.
• Communicates with other teams and clients for extending support. Acts as emergency support contact as needed, for critical client and business-impacting issues.
• Supports, tracks, and documents change implementation.
• Provides timely escalation of all tickets to management with ensuing updates, where applicable.
• Proactively identifies, contributes, implements and works with automation teams for effort optimization and automating routine tasks.
• Systematically gathers relevant information and applies technical knowledge to analyze and uses highly technical troubleshooting tools and content and analytical practices.
• Uses operational and diagnostic procedures to resolve escalated tickers in unique and complex client environments.
• Coaches L1, L2, and L3 teams offering technical expertise and pushing work down to other engineering teams.
• Performs quality audits, covering process, service experience, ticket updates, etc. as required.
• May manage and implement projects within technology domain, delivering effectively and promptly per client agreed upon requirements and timelines.
• May work on implementing and delivering Disaster Recovery functions and tests.
• Performs any other related task as required.

Knowledge and Attributes:

• Ability to communicate and work across different cultures and social groups.
• Ability to plan activities and projects well in advance, and takes into account possible changing circumstances.
• Ability to maintain a positive outlook at work.
• Ability to work well in a pressurized environment.
• Ability to work hard and put in longer hours when it is necessary.
• Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting.
• Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey.
• Excellent proficiency in change management process with an ability to plan, monitor and execute changes with clear identification of risks and mitigation plans to be captured into the change record.
• Deep technical skills in relevant functions.
• Excellent client service orientation and passion for achieving or exceeding expectations.

Academic Qualifications and Certifications:

• Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience).
• Certifications relevant to the services provided (certifications carry additional weightage on a candidate’s qualification for the role).
• Relevant certifications include (but not limited to) -CCIE Certification or equivalent.
  CCNP in Security or PCNSE certification or Firewall Vendor related certification is good to have along with advanced technical certification such asCCIE, CISSP.
  VMware certified Professional: Data Centre Virtualization.
  VMware Certified Specialist – Cloud Provider.
  VMware Site Recovery Manager: Install, Configure, Manage.
  Microsoft Certified: Azure Architect Expert.
  AWS Certified: Solutions Architect Associate.
  Veeam Certified Engineer (VMCE).
  Rubrik Certified Systems Administrator.
  Zerto, pure, vxrail.
  Google Cloud Platform (gcp).
  Oracle Cloud Infrastructure (oci).
  SAP Certified Technology Associate - OS DB Migration for SAP NetWeaver 7.4.
  SAP Technology Consultant.
  SAP Certified Technology Associate - SAP HANA 2.0.
  Oracle Cloud Infrastructure Architect Professional.
  IBM Certified System Administrator - WebSphere Application Server Network.
  

Required Experience:

• Advanced Managed Services experience handling complex cross technology infrastructure.
• Advanced knowledge and experience in ticketing tools, preferably Service Now.
• Worked in multiple large Global Enterprise client outsourcing projects.
• Extensive vendor management experience.
• Advanced track record of effective shift left work management skills (moving work to junior levels).
• In-depth experience and understanding of the IT industry and standards for IT service management.
• Advanced experience in more than two technology domains.
• Advanced experience across Emerging technology and trends impacting IT operations.

• Works independently, with general direction from the client, stakeholders, team lead, or senior manager, to perform operational tasks to resolve all escalated incidents/requests in a timely manner within the agreed SLA.
• Timely and consistent updates of tickets with resolution tasks performed.
• Proactively identifies, investigates, analyses issues and errors prior to or when they occur and log all such incidents in a timely manner.
• Captures all required and relevant information for immediate resolution.
• Provides forth level support to all escalated incidents, requests and identify the root cause of incidents and problems, respond to tickets where third line engineer teams were unable to fix the problem.
• Shares such knowledge, to resolve issues, document them, and push the knowledge down to other engineers.
• Communicates with other teams and clients for extending support. Acts as emergency support contact as needed, for critical client and business-impacting issues.
• Supports, tracks, and documents change implementation.
• Provides timely escalation of all tickets to management with ensuing updates, where applicable.
• Proactively identifies, contributes, implements and works with automation teams for effort optimization and automating routine tasks.
• Systematically gathers relevant information and applies technical knowledge to analyze and uses highly technical troubleshooting tools and content and analytical practices.
• Uses operational and diagnostic procedures to resolve escalated tickers in unique and complex client environments.
• Coaches L1, L2, and L3 teams offering technical expertise and pushing work down to other engineering teams.
• Performs quality audits, covering process, service experience, ticket updates, etc. as required.
• May manage and implement projects within technology domain, delivering effectively and promptly per client agreed upon requirements and timelines.
• May work on implementing and delivering Disaster Recovery functions and tests.
• Performs any other related task as required.

Knowledge and Attributes:

• Ability to communicate and work across different cultures and social groups.
• Ability to plan activities and projects well in advance, and takes into account possible changing circumstances.
• Ability to maintain a positive outlook at work.
• Ability to work well in a pressurized environment.
• Ability to work hard and put in longer hours when it is necessary.
• Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting.
• Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey.
• Excellent proficiency in change management process with an ability to plan, monitor and execute changes with clear identification of risks and mitigation plans to be captured into the change record.
• Deep technical skills in relevant functions.
• Excellent client service orientation and passion for achieving or exceeding expectations.

Academic Qualifications and Certifications:

• Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience).
• Certifications relevant to the services provided (certifications carry additional weightage on a candidate’s qualification for the role).
• Relevant certifications include (but not limited to) -CCIE Certification or equivalent.
  CCNP in Security or PCNSE certification or Firewall Vendor related certification is good to have along with advanced technical certification such asCCIE, CISSP.
  VMware certified Professional: Data Centre Virtualization.
  VMware Certified Specialist – Cloud Provider.
  VMware Site Recovery Manager: Install, Configure, Manage.
  Microsoft Certified: Azure Architect Expert.
  AWS Certified: Solutions Architect Associate.
  Veeam Certified Engineer (VMCE).
  Rubrik Certified Systems Administrator.
  Zerto, pure, vxrail.
  Google Cloud Platform (gcp).
  Oracle Cloud Infrastructure (oci).
  SAP Certified Technology Associate - OS DB Migration for SAP NetWeaver 7.4.
  SAP Technology Consultant.
  SAP Certified Technology Associate - SAP HANA 2.0.
  Oracle Cloud Infrastructure Architect Professional.
  IBM Certified System Administrator - WebSphere Application Server Network.
  

Required Experience:

• Advanced Managed Services experience handling complex cross technology infrastructure.
• Advanced knowledge and experience in ticketing tools, preferably Service Now.
• Worked in multiple large Global Enterprise client outsourcing projects.
• Extensive vendor management experience.
• Advanced track record of effective shift left work management skills (moving work to junior levels).
• In-depth experience and understanding of the IT industry and standards for IT service management.
• Advanced experience in more than two technology domains.
• Advanced experience across Emerging technology and trends impacting IT operations.