People management & managing the deliverable of the teams
Hiring , mentoring and performance management of the teams
Create and deliver reports on the teams activities/status & deliverables
Technical Responsibilities
Proactive Remote network management of Named Customer Sites on a day to day basis
Interact with the stakeholders/Third Party as appropriate for each site to ensure familiarity and mutual understanding and help with any technical queries or changes
Create roadmap of recommended technical changes (BAU, service improvement and ticket reduction) just after Onboarding of a new customer
Support the CAB process and other standard approved technical network changes which do not require formal CAB approval
Represent technical changes at CAB if required
Implement necessary network technical changes
Monitor any implementation activity being delivered by other remote teams
Interact with on-site engineers and provide technical assistance and guidance where appropriate
Ticket management responsibilities
Support the technical transition into service of new customers
Provide support to SC and Installation engineers during projects/installations
Constant willingness to provide assistance with technical issues, looking at improving the customer network
Minimum Qualification and Experience
Should be a Graduate (preferably Computer related) with a minimum of 10 - 12 years of work experience in Technical Support.
Mandatory Skills
Experience in managing technical teams of 10+ senior resources
Excellent people management & reporting skills
Experience with Win 2008/2012/2016 servers, Windows 7, Windows 8, Windows 10.
Network Management solutions experience – e.g. SCCM.
Experience managing Microsoft Active directory & group policy based network environments.
Exposure to IIS, DNS, DHCP, TCP/IP, Microsoft network concepts and Microsoft client server network platform.
WSUS / WDS / Image deployment.
Experience with client application deployment and disaster recovery scenarios.
Experience with managing Antivirus products and Backup solutions.
Microsoft Exchange 2003/2007/2010 or Office 365.
Familiar with backup tape drives / auto loaders.
Experience with virtualization environments – e.g. VMWare ESXi /Hyper-V.
Experience with data storage and managed wireless solutions – e.g. Aruba, Fortinet, Juniper
Desired Skills
Knowledge of any remote support tools (e.g.: LogMeIn Rescue / Centrastage/ Bomgar).
Configuring and troubleshooting VLANs, switches, routers.
Exposure to Firewalls / Security solutions.
Experience with Apple Solutions, Google Apps and Microsoft Azure environments.
Competency Requirement
Excellent Management skills
Customer Focus.
Good interpersonal skills
Excellent troubleshooting skills.
Good analytical and problem solving abilities with a logical approach.
A proactive, self-learning approach to new applications and technologies.
Good judgment and decision making, excellent planning, organizing & time management skills.
Attention to detail and drive for results.
Good communication skills, both written and verbal.