Company:Borouge (India) Pvt Ltd
Function:IT
Job Group:Information Technology
Location:India - Mumbai
Closing Date:19-Dec-2013
About the job:
(Please note that this position is based in India, Mumbai)
Reporting to the Technical Operations & Support Manager, you will be part of the IT – TOS team and you will be responsible for:
Perform 2nd line support for complex incidents, requests and problems via phone calls, emails, remote and in-person support. Needs to also provide 1st line of support as well as support in those areas as directed by the manager.
Ensure incidents are resolved completely with accurate resolution so that the repeat incidents are minimized.
Fix problems reported for IT systems from the client support team by performing root cause analysis thereby providing a permanent solution.
Co-ordinate with registered 3rd party suppliers for the timely resolution of complex incidents and problems reported by 1st line of support.
Monitor timely to provide the agreed level of availability for IT services and systems by conducting the periodic monitoring of IT services to fix major incidents and problems within the agreed target response time.
Identify new IT technologies related information systems as per business strategy with technical justifications and propose its feasibility and implementation with initial cost estimates for adoption.
Liaise effectively with customers to ensure service meets required standards and expectations and all user related incidents and problems are addressed rightly.
Draft and subsequently maintain software and hardware installation standards/Procedures to be implemented organisation wide.
Produce all required and necessary documentations related to the day to day support of Systems like Sys architecture diagrams, support manuals etc. on a timely manner to the team leader.
Mentor/coach junior system engineers to ensure that the right level of support knowledge is transferred to them to aid in the technical support.
Check all related activities to ensure effective implementation of the technology by liaising with other internal functions to ensure any changes to requirements are addressed and performed within timelines.
Examine the likelihood of possible security risks that can hamper the Borouge systems and to formulate appropriate remedial action to the chances of these risks.
Establish, plan and implement the maintenance of H/w to ensure it is carried out in accordance with manufacturer recommendations.
Coordinate, lead and manage new developments from inception through the implementation specific to IT Infrastructure with the IT projects department by selecting the appropriate mix of skills to ensure complete delivery of new systems to fulfil the project objectives ; This includes scope of work, tender documents, bid evaluation, engineering, construction and commissioning.
Contribute to the development of the project implementation plans and the technology implementation plan to reflect all relevant business and partner requirements are met realistically.
Collate relevant information for the generation of specific infrastructure related performance and availability reports of IT Systems within specified timeframe for the management in aid for their decision making and control processes.
Support with suppliers to ensure Borouge receives value for money and high quality service levels for all purchased good and services
Provide technical guidance and input where necessary to inform decision making on issues such as feasibility studies for the procurement of new technology
Experience:
B. Sc Degree in Computer Science or equivalent.
Minimum 8-10 years of experience in Information Technology, preferably in a corporate multi-location production company, in the area of IT systems supporting active directory, servers, exchange,SAN,Datacenter,Perimeter Systems,Virtulization technology, blade technology etc.
Certification like MCITP, MCTS, and MS Exchange is recommended.
Awareness on ITIL processes like Incident management and problem management is a must.
ITIL V3 foundation certification is mandatory.
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