Description

The Technical Support Specialist shall be responsible to provide world-class system administration support at the worldwide level. The main charter for this position is to provide advanced OS and Application Support to various HP business and commercial accounts, giving both proactive and reactive support to customers.

Domain expert in assigned technology
SPOC for assigned Tower.
Provide technical consultation and sharing of best practices.
Work with DTS and responsible for Technical documentation and availability of scripts for CC engineers.
Review documentation for new or changed procedures in critical areas. Ensure that updates meet established standards.
Ensure all subject matter is relayed in a timely manner and acted upon conscientiously by the team across all shifts (clear and unambiguous communication).
Involved in new and existing customer transitions ensuring all aspects of delivery are catered for.
Monitor Technical Skill levels of team. Highlight training requirements.
Review resource requirements. Ensure staffing proficiency and expertise meet that of delivery requirements.
Provide Technical subject matter expertise to the Shift Manager during escalations.
Own the Team notice board. Attend and present team’s performance during customer visits.
Strategic Incident Manager for the team. How to make the Incident Management process more efficient and reliable.
Drive overall improvement: SIP for the team, Audit Readiness Score, Compliance to Quality Process, Incident Management, Escalate issues like false alerts, tickets, flooding, tools outage, etc to Delivery Lead, Own and ensure the Escalation process is executed based on the process established by Delivery Lead, Own the risk assessment and action plan, Own and brief new hires (HP/ETW on the team), Manage reporting requirements. Seek approval from Delivery and Vendor Manager for any ad-hoc or regular reporting that will be done by Team Lead, Work on all requests escalated by Team Lead. TS Lead represents the whole team when dealing with Inbound/Service Excellence/Finance/HR/external HP organization.
Keep Delivery Lead updated on staffing (TL/ATL/Engineer resignation, movements to other teams, etc.): TS Lead shall verify status of Team Lead with vendor manager, Team Lead shall provide status update for ATL/Engineers, TS Lead should be so knowledgeable about the team that he/she can, in the worst case of staff resignation, assume the role of Team Lead and train the new Team Lead.
Problem Management: Initiate Problem Managment activities (formal analysis), Coordinate with DTS.
Change Management: Coordinate change management with DTS, Validate before accepting change requests, Ensure changes are appropriate for execution at OB level, Ensure changes are supported with documentation, Twice a month, work in the same shift as CC/TS engineers to gain understanding of team’s operations at ground level.
Lead the monthly review and present to Delivery Lead and ISMC management: Performance against SLA, Ticket that miss SLA, Evaluate and approve resources from partner before joining the team, Own the BCP/DRP plan based on the requirement from Delivery Lead, Approve the skill matrix score, Approve the team training plan, Own and submit BSC KPI to Business Operations on the 10th working day of every month, Own and update the approved headcount column in the ISMC summary for FTE, ATL and TL, Approve the team staffing schedule and submit to Shift Manager/CSL. Shift Manager/CSL to conduct random audit, Work with Delivery Lead to set target for financial reduction in cost based on the outsourcing agreement


Qualifications
Profile

Min 3 yrs relevant experience (with degree) in Computer Science, Computer Engineering, Electrical Engineering or equivalent experience
Microsoft Certified Systems Administrator (MCSA)
Microsoft Certified System Engineer (MCSE)
Citrix Certified Administrator (CCA)
Citrix Certified Enterprise Administrator (CCEA) (added advantage)
Excellent communication and customer service skills and the ability and desire to work in a collaborative team environment
Accurate keyboarding skills
Strong interpersonal and telephone skills
Must be fluent in the English language with proficiency in written and verbal English communication skills
Ability to work in a high pressure environment
Ability to prioritize and perform multiple tasks with minimal direction
Shift flexibility
Demonstrated ability to adapt to a changing environment
Ability to work in a team environment
Good problem solving and analytical skills
Ability to work in a high pressure environment
Experience of providing, developing training materials and conducting technical courses
Ability to multi-task and prioritize among a number of process and problems.
Demonstrates keen interest in continuous learning and professional development
Experienced to trouble shoot Windows Expert level of administration problem. (added advantage)
Knowledge of Remedy Request Management Tool (added advantage)
Knowledge of HP OpenView System Management tools (added advantage)



Interested drop me your cv to orriyakrz@gmail.com.

where is the working location?