The Service Delivery Senior Engineer - Platform Systems is responsible for implementing and maintaining IT
systems for clients as well as providing technical support, troubleshooting issues, and ensuring timely resolution of
service requests.
Administrative
Responsibilities
• Follow all relevant policies, processes, and standard operating procedures so that
work is carried out in a controlled and consistent manner.
• Facilitate knowledge transfer efforts related to different job activities to junior staff and
ensure know-how and expertise is passed on to qualified candidates.
• Handle daily Platform Systems projects and tasks
• Take the responsibility on delivering Platform Systems implementations following
standard architecture
• Ensure service availability and performance targets are achieved
• Act as a point of escalation for the Service Desk (Event handling and incident
resolution)
• Support Platform Systems pre-release and release-delivery activities (when
requested)
• Create, document, and implement procedures related to solution builds, device
configurations and deployments
• Develop and release Platform Systems solutions and deliverables
• Self-start-up and team player
• Self-motivated to take ownership of projects without much supervision
• Steady and fast implementer
• Ability to time-slice between multiple platforms and multiple customer requirements
• Support design team with necessary back-end information to help design documents
for solutions
• Excellent English written and verbal communication skills with specific focus on
technical and operational documentation
Functional
Responsibilities
This position is mainly for the candidates fulfilling the below criteria:
o Storage systems - Senior level
o Microsoft & VMware technologies - Senior level
o UNIX / Linux Operating system - Senior level
o Backup systems - Intermediate level
o Hardware - Intermediate level
o MS Azure Administration
o M365 Administration
Important
o He should have a wider picture on service provided and look into it from
different angles to balance between business needs and technology added
value.
o Initiative is an important element for this position where enhancing service
performance and saving cost is required.
General
o Collaborate with cross-functional teams to coordinate resources, resolve
escalated issues, and optimize service delivery processes.
o Contribute to the development and implementation of service improvement
initiatives, striving for continuous enhancement of service quality and
customer satisfaction.
o Maintain documentation and records of service delivery activities, including
incident reports, system configurations, and client communication, for
effective tracking and reporting.
o Stay updated with emerging technologies and industry trends, identifying
opportunities to enhance service offerings and provide innovative solutions to
clients
Academic &
Professional
Qualifications: Bachelor’s degree in computer science, Information Systems, Engineering, or
equivalent.
Experience:6-7 years of experience in information technology or a similar field.
Skills and
Requirements:
Experience from a Service Provider preferred.
• Operational experience in managing Storage Arrays (Netapp, EMC VNX, Dell
PowerStore) and SAN Fabric & Connectivity
• Important knowledge/experience on physical servers (Dell PowerEdge, Cisco UCS
and HPE)
• Important knowledge/experience on HP OneView
• Should be able to conduct Periodic Hardware firmware upgrades and onsite
physical activities.
• Should have good experience on hardware racking, stacking, labelling inside
datacentre.
• Should have good experience on Servers systems installations, implementations and
configurations (Build, Backup and Monitoring)
• Important hands-on and experience on Linux Operating systems (Oracle Linux,
OVS/OVM, KVM/OLVM, RHEL) & Linux Clustering
• Important knowledge/experience on VERITAS NetBackup software and physical
appliances, Veeam.
• Important knowledge on Backup Tape Libraries.
• Should have good knowledge and experience about backup tapes management like
handling, movement and transportation for off siting using case safes and fire
safes.
• Should have good knowledge about backup tapes environmental controls for
temperature, humidity, heat etc...
• Strong technical expertise in IT systems, networks, and infrastructure, with the
ability to provide high-level technical support and troubleshooting.
• Provide VMware support including incident and service requests.
• Advance support of Windows OS Servers
• Manage Active Directory, DNS, DHCP, File and Print Services
• Vulnerability mitigation to keep systems up to date.
• Mail service management: Microsoft Exchange and Microsoft 365
• Patch Management using WSUS & SCCM.
• Applying OS hardening policies.
• Participate in root cause analysis of major incidents.
• Monitor virtualization infrastructure.
• Provide security compliance under relevant security policies.
• Configuring Azure services to meet the needs of the organization.
• L2 Support for Systems environment
• Problem-solving and troubleshooting
• Cross functional communication with other Service Delivery teams and external
parties.
• MS HA configuration
• Advanced / Intermediate knowledge in:
o Cloud solutions including Azure, OCI
o Data Centre technologies and platforms.
o Network and server load balancers
o MS Exchange Server.
o SCCM
o VMware Virtualization technologies
o Windows Server OS
o MS Exchange
• Important knowledge on Disaster Recovery Solutions
• Understanding of DNS architecture
•Understanding of Enterprise Management Systems (HP OpenView)
• In-depth troubleshooting and problem analysis skills
Additional requirements
• Storage Arrays Systems Certification is a must
• Hardware (servers & tape libraries) Certification would be a plus.
• Redhat Certifications would be a plus.
• Backup Systems certification would be desirable.
• ITIL v3 foundation or equivalent Service Management knowledge
• Ability to design and deploy client solutions.
• Operational experience in managing/maintaining complex platforms within a
managed service environment