System Administrator
Orange Business
Ubicación de trabajo
Port Louis
Detalles de la oferta de trabajo
about the role
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/clients 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.
about you
Bilingual – English & French written and spoken
IT Proficient: Networking, Linux, Windows, Database, Virtualisation, Backup
Knowledge:
Information Systems
Systems Administration on Virtualised environments
Process and Standards and ITIL
Incident and Change Management handling process
Customer relationship management
Abitilities:
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
department
Global Delivery & Operations
Orange Business manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business. Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business
