Beschreibung
Task:- Take ownership of any assigned incidents from Level 2 Technical Support, update the incident and begin investigation. Required to investigate and diagnose the incident accurately and effectively.
- Owning multiple incidents you will need to prioritize your response to the incident based on the Priority and Severity of the issue. Define an action plan for detailed diagnosis with the aim to resolve the incident and restore normal service.
- Efficient usage of technical scripts, diagnostic tools and a known error database.
- Liaise with 3rd party providers for assistance in identifying a series of events.
- Duration of the incident exceeded the stated SLA you may be required to reprioritize and escalate the issue to the next level of support or a management escalation
- As potential resolutions to the issue are found you will be required to implement the solution and test that the resolution has fixed the problem. If you have found a new fix to the issue that has not been documented you may need to update the known error database.
- Interactions between Authorized User(s) and Support Teams, plus all necessary actions deployed to restore services are documented in the Incident Record to provide a full history of events.
- Upon closing the incident verify that the categorization and closure code of the incident is correct. If there are multiple incident reoccurring and or the incident is deemed to have a deeper issue that requires root cause analysis or escalation to the problem manager you may be required to initiate a Problem Record.
- Responsible for managing problem records throughout problem management lifecycle
- Review of problem records and assignment of Root Cause Owner to all problems in a timely manner
- Perform root cause analysis and documenting a workaround solution to the problem
- Review incident history and trend analysis at regular intervals as a means of proactively identifying problems --- Monitor known errors and working with problem owners to implement solutions for known errors in their environments
- Planning and Engineering of routine or emergency changes within the respective technology
- Participation in Change Advisory Board (CAB) / Technical Advisory Board (TAB) meetings to determine impact of, provide feedback on, and approve/decline changes for customer environment changes.
- The technical owner role requires you to take specific responsibility for dedicated areas of the Network (DC LAN, MPLS, WAN, Network Security ….). You will be the SPOC for these Services as part of the incident / problem and change management processes
- You will have in depth knowledge of the configuration and usage of these Services
- You will also be required to ensure the good health of these infrastructure by using health checking and monitoring tools
- Accountable for updating technical documentation for a specific environment and ensure compliance with internal documentation standards
- Performing the daily tasks that keep and infrastructure running is a core part of the role
Requirements (Must have):
- Bachelor's degree in Computer Science or equivalent experience, relevant experience in the banking or financial industry
- Minimum of 5+ years’ experience within AD Infrastructure Operations, and AD services support, operational monitoring and/or end user support
- Demonstrate excellent troubleshooting and problem solving skills
- Excellent understanding of ITSMITIL processes, preferably ITIL
- Good verbal and written communication skills, strong command of English Language. Must be additionally fluent in local languages
- Understanding of 24x7 mission critical enterprise computing environments and the impact of service disruption on a company’s bottom line
- Able to pro-actively search for solutions from knowledge bases, support documentation and other information
- Ability to communicate clearly and in a timely manner with all customers, partners and users
Active Directory - Technical Skills Specifically required:
- Optimization, management, monitoring, operation, support and reporting for the active services
- Ensure that directory mobile devices and end users can authenticate and gain access to resources in the most efficient way
- Provide Active Directory routine administration including directory objects lifecycle management
- Ensure directory services are configured in accordance with the information security policies and internal controls
- Monitor role-based access controls that have been agreed upon by both parties
- Provide accurate time synchronization throughout the Rothschild IT environment based on reliable external time source
- Provide efficient Active Directory replication
- Manage all inter-forest trust relationships and Active Directory replication
- Manage DNS Active Directory related domain name space and zones
- Allow other approved customer applications to use Active Directory data when in line with information security policies and internal controls
Windows - Technical Skills Specifically required:
- Formal IT qualifications (MCP, MCSE)
- Deep level experience in the following: Citrix / VMWare / Hyper-V / TIBCO
- Windows file system and RAID technologies / Hardware troubleshooting / Windows performance monitor and Event Log / Windows registry settings
- Health Check / Performance evaluation / Windows Permissions
- File and Print / User Management
- Windows Security and Antivirus / Windows Backup / NAT/PAT / Terminal Services, ILO
- Performance tools (PerfMon/Mission Critical/Measure ware) / Scheduling tools (TNG, Maestro, Batchman…)
- Systems Management Tools – HP ITO, Vendor Specific, SMS
- Good working knowledge of Wintel platforms, and Networking Infrastructure (Workgroup, Domain, PDC/BDC, DNS, WINS, DHCP)
- Experienced in MS Clustering, backup operations, Middleware applications (Terminal Services, Citrix, RDBM (Oracle, MS SQL), Web servers (Apache, IIS) and Messaging (Exchange, Lotus Notes)
- Familiarity with External Disk Arrays, RAID
- Good Broad networking knowledge
Beginn: ASAP
Dauer: 6 months++
Branche: IT/Beratung