Lead Administrator

Job Description

Position Title

Messaging Engineer L2

BAND

Location

India

Department

Infra Support

Role Summary

As a L2 resource of his /her team, he /she:

• Supporting BAU and day to day activities.
• Work on Technical issues.
• Responsible for providing technical support to maintain the availability and reliability of system infrastructure in accordance to the SLA
• Creating the SOPs and sharing of practices
• Working on service improvements
• Working on root cause for any high severity issue

• Supports his/her team during diagnosis when technical issues rise in his/her scope of expertise,
• Is aware of the global IT structure so that he/she anticipates interrelationships within the organization,
• Works on L2 activities which involve direct relationships with end users
• Working with technical peer, project teams on technology roadmap and BAUs.
• Be available technically, to work with team for high severity incidents.
• Work on root cause for BAU incidents.

Key Responsibilities

Technical Expertise

• Minimum 5-8 years of experience in managing messaging environment with about 1-2 years of experience in financial institutes
• Experience on technologies such as Exchange 2016, LYNC/Skype for Business, IRONPORT and Mobile Messaging technologies AirWatch, Blackberry work and Good.
• Microsoft Exchange Server 2010 certified is Preferable.
• Microsoft Certified IT Professional Enterprise Messaging Administrator Preferable.
• Excellent communication, interpersonal and logical skills
• Customer service oriented
• Team player

Shift/Oncall & Weekend Support

· Morning Shift - 4.30AM to 1.30PM

• Afternoon Shift- 11.30AM to 8.30PM
• Afternoon Shift 1 - 12.30PM to 9.30PM **
• Evening Shift – 2.30PM to 11.30PM
• Evening Shift 1 -3.30PM to 12:30AM **

** Day light savings Period- Nov to Mar ( 1hour ahead) **

Oncall Support - To provide Oncall support services on rotational basis

• 11.30 PM Night to 4.30 am on weekdays after end of  the evening shift  work ( Apr to Oct)
• 12.30 Midnight to 4.30 am on weekdays after end of the evening shift 1 shift work  ( Nov to Mar)
• 00AM to 11:59PM on both Saturday and Sunday

Weekend Support - Mandatory to work on every 3rd Saturday of given month.

rest of the weekends support on adhoc project.

Public Holiday Support – Paris Holidays (Client Holiday) will be followed as public holidays and not India holidays

Process & Tools

· ITSM tool- Service Now – Ticketing tool for INC/SR/Change/Problem tickets

· Inhouse tools

· HP OMI for monitoring

· Basic knowledge on ITIL Process & Practices

Educational Qualifications

· Bachelor’s degree or Master’s degree in Information/Computer technology preferred

Key Competencies:

· 5yrs (Min) to 8yrs (Max ) of relevant experience in messaging environment

· Customer service oriented, able to work in a dynamic and fast paced environment

· Excellent communication, interpersonal and troubleshooting skills

· Must be self-motivated and directed and demonstrate a keen attention to detail and possess the ability to work autonomously