Job Description & Role:
The System Maintenance Lead is responsible for the support and the maintenance of the deployed system in line with the contractual requirements and the specified objectives in terms of schedule, quality and SLA performance.In this role he leads a dedicated team of engineers, he administrates the system and the platform and he maintains a technical interface with the internal & external, software & hardware suppliers. The role reports directly to the ISS Manager and belongs to the Services department – Qatar.
The System maintenance lead and his team have the following responsibilities:• Investigate the software issues raised to the Customer Services team in respect of the Incident Management and the Problem Management processes implemented in the Service desk Tool.• Record, track and maintain in the Problem Incident and Action Tracker tools Databases (CMMS, HP Quality Manager. JIRA etc.) all issues encountered in the field or in the test environment. all along the resolution process. Ensure adequate reporting to ILS management and program.• Activate and liaise tor all technical related topics with the internal engineering teams and the suppliers service organisations to analyse the software & hardware issues (root cause analysis), validate the proposed solutions, define and deploy based on the delivery plan.• Define with the ISS Manager the release plan considering the issues criticality.• Review and verify the patches received from the different suppliers. Ensure the delivery of the packaging for the release, the migration procedure and the associated test plan. Ensure deployment and field test of the new release.• Organize and conduct NC closure sessions with the Customer.• Support ISS Manager for the communication on the technical issues analysis and solution to NSS.• Administer the test environment – platform located in TSSF – and coordinate the use of this platform with Engineering and IVV.• Report on a regular basis the progress on system maintenance activities & resolutions tothe ILS Manager, with relevant KPI.
Education:• IT Engineering degree
Practical experience:• Previous experience (5+) with large multi-supplier service projects• Technical background in data networks. IT server client architecture and server applications (e.g. active directory, virtualization. network monitoring, Linux…)• System integration and testing of large integration system• Experience with customer support processes according ITIL guidelines
– Technical- Active Directory- System Administration- ITIL v3 Foundations Certified- ITIL Certified- Customer Support- Databases- Data Migration- Data Integration- Engineering- Integration- KPI Dashboards- Linux- Networking- Performance Management- Software Project Management- Quality Management- Scheduling- Software Installation- Technical Support- System Deployment- System Testing- Testing- Information Technology- Virtualization- ITIL- Technical maintenance- helpdesk- Service Delivery- Analysis
Competencies:• Team management• Analysis capability• Excellent communication skills. both written and verbal• Ability to work under pressure and to deadlines• Strong service orientation and delivery focus• Quality sensitiveness