Purpose of Role Responsible for the management of Aurecon’s infrastructure. The primary role is to deliver exceptional customer service while managing and maintaining different areas of infrastructure. The support provided must be achieved within contracted SLAs and meeting expectations at all times. This role will also be required to support the Team Leader as a 2IC and assist I mentoring and training other members of the team. Key Responsibilities
• Act as escalation point for the resolution of complex technical incidents and problems from the Service Desk and Key stakeholders
• Identifies Hosting requirements and promotes them into the Strategy & Architecture team for design, build and delivery. These may include:
• Solutions that will improve service to customers
• Requirements of Operations that will enhance the management and delivery of Hosting services
• Requirements that address Problems
• Expenditure optimization initiatives.
• Engage with Project teams to ensure Operational Acceptance Criteria are clearly established and that services transition into operational use occurs in a sustainable and secure manner.
• Develops and maintains key documentation including as-built, knowledge articles, and drives good housekeeping regarding documentation, maintenance schedules and best practices.
• Takes a leading role in the management of Hosting suppliers to Aurecon, ensuring they deliver to SLA and escalating where necessary.
• Applies skills and experience to coach and mentor team members.
• Provides support to the Hosting Services Team Leader, acting has his 2IC when required.
• Adhere to incident, Problem, and Change management processes as per Aurecon standards and within SLAs
• Be part of a rotating roster and on-call responsibilities, this includes handling after hours escalation
• Has experience working with offshore counterparts and liaise well with them
Skills Required:
In Depth Knowledge of the following
• Min of 10 years’ experience server engineer
• Microsoft O365, Microsoft Azure - Administration
• Microsoft Server 2016 or above - Admin & Management
• Microsoft Active Directory (DNS, DHCP, Site Services, Group Policy) - Admin & management
• Microsoft Exchange 2016 or above
• VMware vSphere 7 or above
• Citrix CVADS, Linux, PowerShell (scripting), SCCM (patching), SCOM or any monitoring tool such as SolarWinds (monitoring)
Nice to have
• Bachelor’s degree in Information Technology, Computer Science or related field
• Industry Standard Certification (Microsoft, Vmware, Azure, etc)
• ServiceNow Experiece
• MS 0365/MS Azure - Architecture
• Intune
