Overview
Senior Application Monitoring Engineer
Due to continued expansion of eir evo we are now seeking to recruit an experienced a Senior Application Monitoring engineer who will become an integral part of our Managed Services Team, working on a dedicated team for a prestigious client, supporting an evolving and exciting multi-technology IT environment.
Additionally, you will:
1. Demonstrate great determination in resolving complex issues and closing service tickets
2. Be comfortable at handling major incidents and providing leadership and input into resolution
3. Be customer focused and deadline oriented in a strict SLA driven environment
Duties
4. Supervising the Service Desk activities and engineers
5. Monitoring and reviewing team/individual performance.
6. Production of weekly reports on performance levels of the Service Desk including Service Levels, calls outstanding, trend analysis and exception reporting.
7. Effective communication with other members of IT division including IT Management
8. Identify gaps in processes and services
9. Write efficient, easy to follow user guides and documentation and maintain a clear focus on building knowledge management
10. Assist SDM with weekly, monthly Reporting
11. Team Planning management (annual leave, Rota, Week-end coverage for remote support, special events/support needs…)
12. Hands on technical duties related to providing infrastructure support in a Virtualized environment (Windows Servers, VMware, AD, MS Exchange, MS SQL)
13. Daily Team huddle leading
14. Bi-monthly 1-2-1 meeting with team members
15. Maintaining Team cohesion
16. Regular tickets quality checks (ITIL conformity, content, follow-up)
17. Team members' education/training
18. Processes and documentation creation, update, and lifecycle follow-up
19. Escalating issues to management and others as needed
Experience
20. Demonstrated people management / team lead experience and excellent communication skills, both verbal and written.
21. 3+ years' experience supporting a Windows / VMware environment.
22. Experience with change management in a corporate environment
23. Experience dealing with senior technical and management stakeholders in a corporate environment
24. Strong problem solving and analytical skills based on 3+ years' experience in a technical support role.
25. Good experience in working with Windows Servers, VMware, Active Directory, MS Exchange, ITIL knowledge and technical certifications
REF: EVO