System Administrator

Or Master's Degree

Missions: 

• Manage and monitor all infrastructure and system installations, including configurations, testing, and maintenance.
• Implement and provide support on GPO, Citrix, VMware, Microsoft Exchange, Active Directory, and authentication services.
• Implement and maintain backups, security, and redundancy strategies.
• Responsible for the overall technical integrity of the team through expert knowledge of processes, offers, tools used.
• Provide technical guidance to clients for tickets/change requests under escalation.
• Provide required technical coaching to team members through regular quality reviews with Operations Manager to identify coaching/competency enhancement needs and put in place improvement plans to ensure skills levels match both current and future operational needs.
• Act as technical point of contact during projects/client’s handover reviews to ensure required tests are carried out to assist Line Manager for handover readiness evaluation.
• Co-ordinate with Team Leader/Line Manager to ensure quality of support and deliverables to cloud customers on the day-to-day technical/operational activities in view of improving and re-enforcing efficiency of the team and improving overall quality of service.
• Act as main point of contact for technical escalation and incident resolution during crisis tickets.
• Assess availability of necessary technical documentation on support activity and work with team members to ensure set up/maintenance of required knowledge base for messaging and collaboration services.
• Contribute to a positive work environment by demonstrating cultural expectations and influencing others to reward performance and value “can do” people, accountability, diversity and inclusion, flexibility, continuous improvement, and collaboration.

Change Management:

• Request fulfilment on standard/complex changes.
• Software management (updates and configuration; scripting & automation) of a multi-tier live Cloud infrastructure.
• Plan major upgrades and changes to ensure reliability and availability.
• Liaising with clients as a main point of contact/support for essential changes to their systems.
• Provides inputs to the team for change requests requiring advanced skills.
• Work with the project lead to establish new change management processes for specific needs.

Incident Management:

• Provide support by responding to escalated issues, troubleshooting errors and developing technical solutions and process improvements. Identify systemic issues, and root causes of complex incidents.
• Restore service as quickly as possible following a service outage-type Incident.
• Escalate other teams on Incidents with the relevant investigation.
• As appropriate, gather data and lay groundwork for Root Cause Analysis.
• Be able to provide expert support for System Administrator team during major incidents.
• Participate in crisis management activities and technical escalations.

Knowledgebase Consolidation:

• Formulate, document, and implement standardized processes and procedures for day-to-day management of messaging and collaboration services.
• Support and coach the level 1 and System Administrator team on incident handling and change requests.

Reporting and Communication:

• Actively communicate with customer to correctly identify and resolve problems and manage their expectations.
• Build strong relationships with internal and external stakeholders to maintain and improve service to users and enhance knowledge and information sharing.
• Actively develop and foster a proactive, service-orientated culture within own teams.
• Provide Reporting on operational issues to Operations Manager.
• Technical debriefs with Operations Manager on operational issues.
• Identify areas of improvement on operations with Operations Manager
• Assists in smooth transitioning of projects into operations with a reporting to Operations Manager.

Skill Profile:

• Bilingual – English & French written and spoken.
• IT Proficient: Networking, Linux, Windows, Database, Virtualization, Backup
• Knowledge:
• Information Systems
• Systems Administration on Virtualized environments
• Process and Standards and ITIL
• Incident and Change Management handling process
• Customer relationship management

Abilities:

• Exemplary time management, organizational and communication skills.
• Excellent customer service skills are required.
• Proactive, self-motivated, and determined attitude.
• Professionalism.
• Ability to work under pressure and to multi-task.
• Tenacity and willingness to learn.
• Ability to build good relationships with local and overseas teams.
• Good interpersonal, team bonding and leadership skills.
• Good IT/communications background and problem-solving skills
• Flexibility relative to working hours.

Additional Information:

Education, qualifications, and certifications:

Minimum: Degree in Information Technology related field

Certifications preferred: Linux and/or Windows, VMware, Networking

Experience:

• Minimum 4 years’ Experience in a medium/large production environment.
• Experience in virtualization and advanced knowledge in infrastructure management will be an advantage.