Senior Systems Engineer - AD and ADFS at Altron Managed Solutions

Job Description

• Ensure that all contracted Service Level Objectives and Satisfaction targets are achieved.  
• To ensure that all calls are logged correctly, updated correctly, followed up, escalated timeously, serviced and closed with sufficient detail. 
• Ensure that all calls achieve service level targets and quality objectives. 
• Ensure that all platforms are designed, supported and maintained in accordance with applicable best practise recommendations.  
• Ensure that all routine monitoring and maintenance tasks are completed according to schedule and to the prescribed standards. 
• Ensure that all open calls are constantly reviewed and updated until call closure 
• Ensure a minimum of 98% customer satisfaction feedback rating on a monthly basis with external contracted Customers and action to position SLA and satisfaction measurement for internal support. 
• To ensure continuous communication to the technical team and feedback regarding escalations to Client Line Management and Users. 
• To ensure adherence to all Altron and Customer processes, policies and procedures as per prescribed compliance 
• To ensure that all the allocated and contracted development activities (Individual Development Plan) between manager and employee is successfully completed within the Altron policy and procedure framework. 
• Perform the role of a technical leader and serve as mentor for you peers. 

Support 

• Coordinates problem resolution among a variety of functional areas and provides subject matter expertise support for diagnosing and resolving problems. 
• Recommends and may implement software or hardware changes to rectify problems or address improvement opportunities. 
• Maintain and provide support for Clients Infrastructure Services. 
• Work with other Engineers, Vendors, and Architects for resolution of issues. 
• Request technical assistance and escalate when necessary. 
• Document, monitor, report, and manage the resolution of issues. 
• Recommend procedures and controls for problem resolution. 
• Develop and implement workarounds and temporary solutions. 
• Create and update technical documentation. 
• Contribute to Knowledge Base Articles. 

Maintenance 

• Develop, optimise and automate Maintenance tasks.  
• Develop, optimise and automate Update Tasks. 
• Continuously review existing maintenance tools, processes and services and propose optimisation. 

Monitoring 

• Develops, maintains, recommends, documents, and supports tools and back-end utilities to provide Performance, Capacity and Availability management. 
• Implement, Optimise and Support Application Performance Management. 
• Performs capacity workload modelling and availability analysis for a variety of platforms and environments. 
• Develop and Recommend changes and enhancements for improving the monitoring service. 
• Assess and analyse availability monitoring metrics and reports to provide recommendations. 
• Assess and analyse capacity monitoring metrics and reports to provide recommendations. 
• Monitor and Optimise System Maintenance Plans. 
• Develop and complete performance and control reports. 

Deployment 

• Deploy, upgrade, and migrate platforms, systems and applications. 
• Lead and assist with deployment projects. 
• Create and update deployment project plans and schedules. 
• Create and update technical documentation. 

Design and Develop 

• Work with sales and presales resources to architect solutions, services and pricing. 
• Accurately estimate effort required for projects and services. 
• Integrate solutions with other applications and platforms based on engineering requirements. 
• Develop scripted solutions and automation. 

Security 

• Ensures adherence to security requirements. 
• Reports security issues when appropriate and gathers required information. 
• Analyses audit trails to detect systematic security violations. 
• Makes recommendations to improve security and participates in investigations. 
• Assist with implementation of Security recommendations. 
• Work with auditors and security professionals to implement and enhance security. 

Backup and Disaster Recovery 

• Manage and Monitor Backup Services 
• Continually assess backup and DR and escalate any risks. 
• Implement the DR plans for disaster recovery. 
• "Participates in the design, implementation, and 
• execution of backup and disaster recovery plans for infrastructure solutions." 
• Document and Optimise Backup services. 

Service Level Management 

• Manages all calls assigned to you in accordance with SLA objectives. 
• Assists the team to drive service level excellence. 
• Monitors systems and services to ensure that performance targets are met 
• Contributes to service level reports. 

Continuous Improvement and Innovation 

• Identify and recommend Continuous Improvement and Innovation initiatives 
• Analyse and report on operational metrics to understand performance and to ensure success in process improvements. 
• Recommends and develops solutions for improvement of policies and procedures. 
• Identify tasks eligible for automation. 

Governance and Risk Management 

• Ensure adherence to Customers Corporate Governance and Risk Management Policies as per prescribed compliance 
• Formally raise any identified risks and issues with your direct manager. 
• Adhere to all Health and Safety Requirements. 
• Review and update the risk and issue register. 

External Parties and Relationship Management 

• Working vendors and 3rd parties to implement and support solutions. 
• Working with Third Parties to resolve issues. 
• Third Party Management. 

Continuous Learning 

• Update skills to align to company certification targets and customer requirements. 
• Continuously increase knowledge to be the Subject Matter Expert in your Field. 

COMMUNICATIONS & WORKING RELATIONSHIPS: 

Internal:  

• Service Desk 
• Peers within the Group 
• Operations Manager 

Reasons for Interaction: 

• Call Management 
• Collaboration and mentoring 
• Provide input and feedback  

External: 

• Clients (End User) 
• Customer Management 
• Vendors 
• Third Party Service Providers 

Reasons for Interaction: 

• Assist with incident, request and projects 
• Presentations, RCA’s, meetings, feedback and reports 
• Vendor projects and escalations 
• Collaborate on issues resolution and projects 

QUALIFICATIONS, EXPERIENCE, & SKILLS:  

Educational Qualifications: 

• Matric; National Certificate or Technical Support NQF Level 4 SAQA ID 78966. 
• National Diploma or relevant B Degree. 

Professional Qualifications 

General 

• Systems Operations on AWS 
• Microsoft Azure IaaS 
• Microsoft Azure Site Recovery 
• Dell Hardware 
• Windows Server Network Infrastructure: Configuration 
• Windows Server Active Directory: Configuration 
• Microsoft Certified Professional 
• MCSE 2016 
• CompTIA A+ 
• Linux 

Advantageous 

• Project Management Certification 
• TOGAF 
• ITIL Service Design 
• Certified Cloud Architect 

Years of Experience

• More than 5 years Technical Support on an Microsoft Hybrid Active Directory Environment 
• More than 5 years Technical Support on an VmWare Enterprise Environment. 
• Experience designing and implementing enterprise solutions and platforms. 
• Experience in creating documentation: service definitions, technical support, design and SOP's. 

AND 

Infrastructure Services 

• Of which at least 3 years’ experience in Senior or Advanced support services for Virtual or Cloud Platforms. 

OR 

Manage Monitor and Automation Services 

• Of which at least 3 years’ experience in the support and administration of Enterprise Platform where at least 1 year has been in a senior support position. (e.g., SCOM, SCCM, SCOrch, Azure Monitor) 

Other requirements 

• Reliable Transport and travel for work 
• Provide backfill for customer and support staff when required. 
• Communication (Written and Verbal) - Clear, concise, good command and conveyance of language 
• Conflict management 
• Excellent prioritisation skills. 
• Strong problem-solving skills. 
• Ability to work independently and within teams. 
• Ability to impart and share knowledge and skills. 
• Ability to work under pressure. 

Behavioural Competencies  

The incumbent is required to have demonstrated the following competencies: 

• Strategic Thinking: Examines issues and creates plans with a long-term perspective. Generates ideas and critically evaluates future scenarios. Applies external and internal factors to strategy development. Considers long term strategic impact when making decisions or setting direction. Ensures that short-term goals support long-term strategy. 
• Business Acumen (Commercial mindset). Uses a methodical problem-solving approach as a foundation for effective decision making taking into account importance, urgency, risk and financial implication. 
• Delivery: Translates business objectives into practical, prioritised and organised action plans; ensures plans are quickly and successfully implemented. Makes effective use of resources when executing; ensures processes are in place to achieve outcomes aligned to operational excellence standards. 
• Advanced Problem Solving: Anticipates, identifies and defines problems. Seeks root causes. Develops and implements practical and timely solutions. 
• Teaming:  Communicates ideas, information and business objectives effectively and persuasively, resulting in desired actions/outcomes.  Promotes, collaboration information sharing and learning within and across team members boundaries. Focuses on ensuring stakeholder satisfaction by building mutually beneficial relationships with stakeholders.   
• Change Advocate: Identifies and acts upon opportunities for continuous improvement. Encourages prudent risk-taking, exploration of alternative approaches, and organizational learning. Demonstrates personal commitment to change through actions and words. Mobilizes others to support change through times of stress and uncertainty. 

Education

• National Diploma: Information Technology (Required)