Assistant Manager: Technology Analyst

IT Technology Analyst ASSISTANT MANAGER (CCNA or CCNP) BGC

Qualifications:

• BACHELORS - COMPUTER SCIENCE, IT, ENGINEERING or any related course
• Candidate must be a college graduate of Computer Science, Information Technology or equivalent course
• At least 6 years of working experience in the related field is required for this position
• Have strong leadership skills, passion for quality and ownership in accomplishing challenging goals.
• Possesses a customer service mindset while working in a diverse environment and collaborating with clients and IT resources from different cultures, across the globe
• Adhere to client-specific business control standards using client-defined tools and templates
• Adequate knowledge on IT infrastructure such as networking, telecommunications, connectivity, etc
• Domain Knowledge for Networking, Server knowledge, cloud adaptions
• IT Incident Management
• Managing LAN & WAN networks
• Managing Cisco Switches, routers and firewalls
• Troubleshooting techniques for IT Setup
• CCNA or CCNP Certified
• IF CCNA Expired, at least with CISCO training AND relevant working experience
• Amenable to work in shifting schedules.
• Amenable to work ONSITE (BGC)
• Able to start ASAP.
• IMPORTANT: PLEASE UPDATE YOUR CV TO CLEARLY INDICATE YOUR CISCO EXPERIENCE AND NETWORK EXPERIENCE.

Key Responsibilities:

• Procurement: Take requirement from business/stakeholders and initiate request by raising BOM to pricing team in order to facilitate procurement.
• Service Transition: Implement service specific Technology migration and upgradation activities in order to complete service transition plan.
• Service Delivery and Support Process Management: Assist Network, Security, VOICE, Server team, and system engineers in troubleshooting system issues and handle 2nd level incidents and service requests in order to comply with service delivery plan.
• Availability & IT Service Continuity, Capacity Management: Implement service specific controls and process, perform routine backup activity, check for power/system/network redundancy; record capacity parameters specific to services/systems in order to comply with service continuity and capacity management.
• Service Level Management and Reporting: Handles service functional escalation, coordinate with service provider, implement scripts and tools to prepare service reports in order to comply with SLA and reporting.
• Supplier Management: Coordinate with service provider / supplier for functional escalation, provide feedback on vendor support in order to deliver services as defined.
• Security Management: Take CAPA based on security alerts in order to meet Information Security Compliance.
• Service Desk: Attending to escalation calls in order to address business requirement.
• Incident, Request and Problem Management: Attend to service requests and incidents. Perform RCA in order to meet the defined SLA target and avoid repeated incidents.
• Change, Release and Configuration Management: Document the change and CMDB updating, implement forward schedule changes, perform major service specific release activities in order to comply with defined processes.
• Service Improvement: Plan and implement IPSAT action Items and service optimization measures in order to improve customer satisfaction and service delivery.
• Communication: Provide user communication on service delivery, maintenance and support in order to comply with service management plan.
• Talent Management: Comply to training and certification plan IN ORDER to improve technical and soft skill and competency.
  Attend trainings provided by local training team, global service owners and Lex.
• Knowledge Management: Provide input towards book preparation, self help, FAQ in order to contribute towards knowledge management.
• IT Asset Lifecycle Management: Coordinate with resource executive in updating asset in AMS/CMDB covering the life cycle of the assets and provide inputes for hardware and software upgrade in order to comply with asset management policy.
• Quality Assurance, Audits and Compliance: Compliance to defined process, closure of audit issues and provide inputs to improvement initiatives in order to adhere to quality process and guidelines.
• Business Continuity Management: Perform BCMS drills as planned, prepare and submit test results and findings in order to comply with Phoenix plan.
• Organization and Department Initiatives: Providing the required IT infrastructure for corporate events and partnering with service owners in order to facilitate organization and departmental initiatives.