Expertise in L3 support and in managing physical and virtual servers on Windows platform, Should have managed a team of Engineers, capable to plan proactively and get the work done. Manage Vendors and internal users
The Lead would be responsible for managing the IT infrastructure in the site. The client site includes 400 systems, 25 servers ( physical&virtual), 20 Switches, 3 firewall, 2 router, 15 access points etc. There are two plants wherein the Lead is required to ensure uninterrupted functioning of IT devices. They use applications and technologies like are SAP, ERP, Remote tools, outlook, google drive, such as Backup, Antivirus, etc.The incumbent is required to provide System Admin and consultant kind of support to the management.
Provide L3 technical support for escalated issues and ensure timely resolution.
Manage the team members which include L1 & L2 Engineers. Allocate tickets/ calls/ assignments to team members and ensure expected are met by the engineers.
Manage Vendors such as hardware suppliers, ISP providers, Application/software service providers etc.
Set standard processes and procedures and simplify and improvise the existing processes of IT functioning.
Travel 20% involved between the sites.
Coordinate between the vendors, management and team members for adopted better.
Asset Management: Manage sufficient stock of requirements, keep track of IT assets, renewal of licences, contracts, AMCs etc. Proactively seek approvals from the management and ensure timely upgradations as required.
Should have strong leadership skills to lead a team, educate and advise the management on latest IT trends and practices, advice feasible solutions to resolve issue.
Hands on experience in technical support at user end as well as in servers. Should be capable to guide L1 & L2 engineers and address escalations at L3 level.
Should have experience managing a team of engineers. Should have experience in planning and execution of work/ projects by optimum utilization of the skills of team members.
Should have strong experience in supporting on premise on physical devices and not in remote/ chat support. This is an internal support for the site and not a remote/ global support.
Should have managed multiple vendors and coordinated between management and different teams.