Windows Systems / Support Engineer, AVP

Job Title: Windows Systems / Support Engineer

Location: Bengaluru, India

Corporate Title: AVP

Role summary

An Engineer is responsible for designing, developing and delivering significant components of engineering solutions to accomplish business goals. Key responsibilities of this role include active participation in the design of their solution components, investigating re-use, ensuring that solutions are fit for purpose and maintainable, and can be integrated successfully into the overall solution and environment with clear, robust and well tested deployments.

Your key responsibilities

• Drive stability in Wintel Server Support Operations, implementing best in class ITIL practices.
• Ensure 24X7 availability of service through proactive monitoring and response to critical issues in a timely manner.
• Drive effective change and release management practices to ensure uninterrupted service operations and availability.
• Review and improve operational processes including BCM/DR solutions.
• Able to drive key projects and initiatives to deliver the change book of work.
• Oversight of day to day and routine operations activities for compliance with ops manuals, golden rules, best practices. Drive rigor on handoffs, health checks and ‘Manager on Duty Activities.
• Help manage escalations from L1 and L2 team.
• Manage customer escalations are resolved in a timely manner.
• Drive Service Quality Management processes by reviewing tickets and handling processes.
• Work with Application teams/Database/Storage/Unix/ SA's as part of troubleshooting performance and availability issues.
• Drive incident calls effectively to quick resolution, followed up with robust problem management activities to minimize risks in the environment.
• Implement and drive operations rigor including daily/weekly/monthly interlocks and calls to ensure seamless delivery of the service.
• Identify areas for automation and self-help and collaborate with stakeholders and colleagues in improving the maturity of operations.
• Drive optimization of operations processes that can improve performance, identify trends, threats in systems and skills.
• Detailed reviews of regularly delivered reports (including SLA reports, system trending on performance, ticket handing, security incident, asset management, etc.) and checking samples of service instances.
• Proactive review that SLAs are fit for purpose and introduce new measures to improve the service and address key pain points or gaps.

Your skills and experience

Technical Skills

• Minimum of 12 years of relevant working experience in a server support environment
• Proven work experience handling Wintel Server Support and VMware Virtualization
• Proven experience in handling projects
• Ability to self-manage a book of work and ensure clear transparency on progress with clear, prompt communication of issues.
• Excellent troubleshooting and critical thinking skills.
• Excellent communication skills, both written and verbal, with attention to detail.
• Ability to work in virtual teams and in matrix structures.
• Experience of supporting complex application and infrastructure domains
• Good analytical and problem-solving skills.
• Comfortable to work on weekends (once in 2 to 3 weeks; Will get time off during weekdays against weekend toil).
• Experience on Windows server patching, deployment of annual maintenance packs, OS upgrades etc.
• Knowledge of Server Backup and Recovery.
• Good Troubleshooting acumen.
• Good experience on monitoring tools, configuring baselines for alerts and system performance monitoring.
• Knowledge of VMWare.
• Knowledge of HPE Server Hardware, Remote support.
• Should be conversant with ITIL V4 framework.
• Good at scripting using PowerShell.
• Google Cloud Platform knowledge (Good to have).

Qualification & Experience

• Bachelor’s degree in computer science, information systems, business administration or related field
• Have a strong Knowledge of ITIL service support principles to a minimum of a foundation level (V4 is preferred) and how they relate to other IT disciplines.
• Minimum 5 years of experience in a service operations role in financial services industry
• Capability to interact successfully in a global multi-cultural, multi-vendor environment.
• Able to work in a Global Support model.
• High level of customer awareness and commercial focus
• Excellent communication and influencing skills to both technology and business colleagues.
• Self-motivated and ability to organize themselves and others.
• Experience in liaising with engineering teams and managing vendor teams.
• Willingness to work on weekends as mandated by maintenance activity.

How we’ll support you

• Training and development to help you excel in your career.
• Flexible working to assist you balance your personal priorities.
• Coaching and support from experts in your team.
• A culture of continuous learning to aid progression.
• A range of flexible benefits that you can tailor to suit your needs.

About us and our teams

Please visit our company website for further information:

https://www.db.com/company/company.htm

We strive for a culture in which we are empowered to excel together every day. This includes acting responsibly, thinking commercially, taking initiative and working collaboratively.