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| ID | 40097 |
| Item | Senior Systems Engineer for UAE |
| Description |
VAM Systems is a Business Consulting, IT Solutions and Services company.
VAM Systems is currently looking for Senior Systems Engineer for our UAE operations with the following skillsets & terms and conditions:
Minimum Experience
• Minimum 10 to 15 years of experience in IT Infrastructure (strong cloud knowledge) and Managed Customer Operations
• Minimum 5 years in Network and Security domain and strong knowledge on Virtualization Platform and Public Clouds
• Minimum 2 years of experience in managing customer operations
• Solid hands-on experience maintaining IT systems and Cloud environment
• Solid experience maintaining and applying security policies and procedures
• Solid experience in supporting, maintaining, and troubleshooting servers
Minimum education:
• B.E, B.Sc, MCA or Master Degree in Computer Science or Information Systems along with relevant certifications
Knowledge and skills:
• Must have hands-on experience in
• Firewalls: Fortinet, Forti Analyzer, PaloAlto, FTD, ASA
• LoadBalancers: Citrix Netscalar, F5
• Switches: Cisco Nexus, Cisco ACI
• Routers: ASR
• Virtualization: NSXT, NSXV
• Design of network VLANs, Nexus switches, Cisco core, Network Access Control (NAC), SNMP, WLAN, Cisco ISE, QoS, IP Video, ACLs, VRF, DHCP, subnets.
• Design & implement logical network infrastructure including LAN, WAN, firewall policies, routing protocols, VRF, MPLS, QOS, security schema, etc.
• Must have knowledge in different technologies such as VMWare, Microsoft, SQL Server, Oracle, Backup Solutions
• Must have knowledge on using the following tools: Manage Engine, HP SM or similar ticketing tools
• Must be able to coordinate the team working on 24 x 7 x 365 environment based on the business critical needs and situations
• Acting as 3rd level support for Incidents and non-standard requests
• Performing Problem Analyst role during problem Root Cause Analysis (RCA) related to Network environment
• Maintaining proper documentation, Monitoring all day to day activities
• Acting as single point of contact (SPOC) with 3rd party Vendors
• Experience of dealing with customers, specialists and service providers
• Good conflict management, analytical skills, problem-solving skills, and organizational skills
• Be customer service-minded and focus on solution providing
• Ensure the operations and network KPIs are met with the highest quality and standards
• Ability to handle multiple tasks at once, to prioritize, and demonstrate excellent follow-through on each task assigned.
• Strong communication skills and reporting skills
Job Description
• The purpose of this position is to direct and manage the ICT Customer Operations for Customer Cloud and Smart City Operation’s Service Delivery Platform (SDP). The job holder needs to ensure that services are provided according to the agreed contract, SLA, and quality.
• The job holder needs to manage a closely coordinate with the customer and liaison back with the Cloud Operations team of experts in Cloud, Network, Storage, Oracle OS, backup and other infrastructure components. Hence he needs to have a technical background as well as team management and leadership skills.
• This position includes working with Enterprise customer in optimizing, and monitoring requirements to gain operational efficiencies in order to drive the organization to a highly customer satisfaction.
• This work is similar to technical lead for customer operations in nature and needs to coordinate with all the cloud operations teams to deliver the services subscribed by the customer for their Managed Services Operations other stake stakeholder and below and may require discussions, negotiations, communications, technical discussions with the customers and internal teams.
Key Accountabilities
Planning and organization
• Direct and manage customer operations, manage the customer relationships in order to achieve targets and minimize outstanding issues
• Provide guidance to the Cloud Operations teams to ensure the customer services are delivered with utmost quality, maintaining the SLA’s
• Accountable to work with internal teams to establish and build the required Operation Level Agreement or Service Level Agreement in order to maintain and continuously improve capabilities
• Progressively reduce costs of customer operations by using innovative techniques, improving processes, and managing information and brining in automation and reduce manual efforts on the operations.
• Liaison with internal departments, teams, vendors, and suppliers to determine user requirements, execute projects, and set service standards
Technical excellence
• Work closely with Technical Solution teams to solution and design customer requirements.
Customer Excellence:
• Align unit process activities with the brand in order to deliver excellence to customers.
• Monitor, analyse and act upon customer data in order to resolve service breakdowns.
• Direct the team to provide comprehensive and knowledgeable information and service to technical customers in order to maintain positive customer satisfaction levels for technical inquiries
• Manage escalation occurring out of operational activities with relations to solutions performance before customer and SLA violations.
• Direct and lead the delivery second-level support to customers, in line with defined SLAs / OLA, in order to successfully resolve customer issues/ complaints and/ or SLA deviations.
• Monitors and tracks turnaround time for all trouble tickets and service request accuracy of assistance provided and proper closure/escalation of calls/incidents/request referred to other areas.
• Administer unplanned outages / trouble ticket which includes communication to customers and business units as well as advice and escalation management to customers and other departments
Domain:Telecom
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Terms and conditions
Joining time frame: (15 - 30 days)
The selected candidates shall join VAM Systems - UAE and shall be deputed to one of the Organizations in UAE.
Should you be interested in this opportunity, please send your latest resume in MS Word format at the earliest at talent.acquisition@vamsystems.com
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| Category | Jobs |
| Price | 0.0000 |
| Type | |
| Date & Time | 12/1/2023 11:45:12 AM |
| User | Vamsystems |
| Website | |
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