Senior System Engineer

Role & responsibilities

• Apply OS patches and upgrades on a scheduled basis, and upgrade administrative tools and utilities whilst avoiding business disruption.
• Develop and implement Knowledge Articles and procedures to enhance operational efficiency.
• Upgrading/migrating systems and software to ensure secure, supported, reliable, and stable operations.
• Configure/add new services as necessary.
• Demonstrate ability to work independently with minimal supervision while also being a proactive team player and team lead.
• Diagnose and troubleshoot critical technical problems, providing clear and concise solutions.
• Document all systems and create standard operating procedures for all technologies.
• Ensure IT operational processes comply with company policy requirements.
• Liaise with Management and ensure the team operations are aligned to the organizations goal.
• Compile and analyze data related to infrastructure operations and share with management.
• Maintain all datacenter hardware, software, environmental and monitoring equipment.
• Maintain operational, configuration, and other procedures.
• Maintain up-to-date knowledge of the companys products, services, and support policies.
• Manage and maintain data protection including Backup and recovery, Disaster recovery and Data security.
• Manage and mentor IT Team, providing guidance and support to ensure their professional development and effective performance.
• Manage or escalate complex issues to the appropriate department or personnel when necessary and track until the closure by collaborating with other team members.
• Oversees the daily operations of the team and ensuring adequate coverage for support hours. Managing after hours scheduled patching and maintenance work without business impact.
• Perform ongoing performance tuning of systems, hardware upgrades, and resource optimization as required.
• Perform periodic performance reporting to support capacity planning.
• Perform regular maintenance and troubleshooting on infrastructure applications, servers and hardware.
• Proactively identify recurring issues or inefficiencies within the infrastructure and propose solutions or improvements to provide improved service and cost reduction.
• Train team members on company policies, procedures, and technical skills. Conduct training sessions to keep the team updated on new technologies and best practices.

Requirements:

• Proven experience in a senior infrastructure support role, preferably in a similar size environment.
• Proven experience leading a team effectively with team development and driving continuous improvement.
• Strong analytical and technical troubleshooting skills and the ability to diagnose and resolve technical issues.
• Excellent verbal and written communication skills (English).
• Willingness to learn and adapt to new technologies and methodologies.
• Ability to handle multiple tasks and prioritize effectively.
• Audit the quality of work processed by the team and SLA adherence.
• Strong skills in MS Azure, Microsoft 365, Windows Server Operating System, Backup technologies, Server hardware, Storage, Networking, Active Directory.
• High focus on automating tasks and processes with technical tools and scripts.
• Customer-focused attitude with a commitment to providing exceptional service.
• Graduation in Information Technology or equivalent; additional technical certifications in Microsoft cloud are plus.

Technical Skills:

• Operating Systems: Proficiency in Windows operating systems, installation and upgrades, and troubleshooting.
• Networking: Knowledge of networking concepts like WAN, LAN, VLAN, OSPF, BGP, Wi-Fi, DNS, DHCP, Firewall and troubleshooting the issues related to network.
• Hardware: Experience with Server, Storage and Backup related hardware components, including build, installation, configuration, maintenance and troubleshooting.
• Cloud Services: Understanding of cloud computing services such as Microsoft Entra, Cloud Storage, Network segmentation, Printing and Azure administration.
• Backup Technology: Advanced experience with Backup solutions, scheduling, maintenance and reporting.
• Security: Awareness of cybersecurity principles and practices, including vulnerabilities and their remediation. Deploying and maintaining security software.

Technical Support Tools: Working knowledge of the following technologies

• MS Azure ASR, Storage, Virtual machines and networking.
• Azure Backup
• MS Entra Conditional Access, MFA, Identity, SSO, SCIM
• Exchange Online,
• Cohesity, VEEAM, Windows Backup.
• Hyper-V
• vSphere
• Citrix Infrastructure services
• Nutanix hardware
• Dell Hardware
• Advanced PowerShell scripting
• Windows Server OS
• Knowledge of ServiceNow and ability to manage and update requests efficiently.

Preferred Qualifications:

• Graduation in Information Technology or equivalent; additional technical certifications in Microsoft Azure are highly regarded.
• Relevant certifications (e.g., ITIL Certified Professional) would be advantageous.
• Minimum 7 years of relevant IT experience including of minimum 3 Years experience in leadership role within the IT team.