Support & Maintenance Manager – Non Unix

Responsibilities

  • Works with Technical Lead on specific accounts to plan resources for Preventive Maintenance activities and reviews preventive maintenance reports.
  • Assists Technical Lead to monitor incident tickets’ status.
  • Ensures incident tickets are attended to according to Service Level Agreements.
  • Coordinates multiple parties to resolve incidents.
  • Reviews and ensures incident reports are submitted in a timely manner.
  • Monitors and ensures problem management reports are submitted in a timely manner.
  • Coordinates technical teams to prepare problem management reports.
  • Reviews problem management reports.
  • Plans resources and assigns tickets to the right engineers with the right skills.
  • Monitors projects’ status and ensures projects run smoothly.
  • Assists engineers to escalate when required.
  • Ensures projects are closed and billed within stipulated timelines.
  • Conducts project meetings / reviews as and when required.
  • Submits monthly project updates for Systems Tower Meeting.
  • Attends tender and Request for Proposal meetings.
  • Defines Scope of Work and man-days required.
  • Provides costing to sales team on add-on products.
  • Reviews and highlights project deployment risks.
  • Plans and identifies technical training to groom Level 1, 2 and 3 engineers.

Requirements

  • Diploma/Degree in Information Technology or equivalent.
  • Minimum 8 years’ experience managing a team in an IT related environment.
  • Ability to configure and design infrastructure solutions based on Vmware / Microsoft / Storage solutions.
  • Good knowledge in IT troubleshooting and root cause analysis.
  • Good working knowledge of Active Directory, DNS & DHCP, Windows operating systems configuration, troubleshooting & implementation.
  • Good working knowledge of networking, eg. TCP/IP and routing.
  • Knowledge of Backup solutions (Symantec, Veeam or EMC Networker) and SAN Storage (EMC/NetApp) are added advantage.
  • Technical skills requirements in any of the following areas :
    • MS Windows OS, Active Directory, DNS, DHCP, Hyper-V, SQL, SCCM, SCOM etc
    • VMware vSphere, vCenter, SRM, HA
    • HP or IBM Servers, Blade Servers, Storages
  • Preferred Minimum Certifications: MCITP, MCTS, MCSE, MCSA.
  • Any of the following Certifications will be a plus: VMware VCP5, HP ATP, AIS, ASE, MASE and ITIL.
Location:   Petaling Jaya
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