Senior Associate-Infrastructure- L2

About Sutherland

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.

We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.

Sutherland

Unlocking digital performance. Delivering measurable results.

Job Title:                      LEAD

Department:              GTI

Reports To:                  Site Lead - IT

Role Purpose (overall high level summary of the role)

• Provide the required support to the Site Lead in the overall management & ensuring seamless operation and support to the customers.
• To provide time critical support to system users within the business areas, ensuring maximum efficiency to achieve maximum customer satisfaction
• Efficient problem resolution and maximize the system availability.
• Review the frequently faced system problems and work on the improvements
• Contribute towards automation and minimizing issues by improving technology and reduce owner ship costs.
• Strictly adhere to the set procedures and follow the guidelines. Provide IT Management Team with needed reports for analysis and decision-making.
• On Call 24x7

Principal Accountabilities:

1. Security and Compliance / Business Integrity

• Strictly adhere to the set procedures and follow the guidelines and fully aware of SGS security policies and company standards.
• Maintains integrity of systems.
• Documentation maintained to support compliance/IT Security and audit requirements.
• Ensures that the outsourced partner team member/staff are compliant to the policies and standards of SGS.

1. Day to Day Support :

• Provides management support and coverage to the site together with the Associate Manager/Site Lead Manager and shift leads.
• Deputizes as head of IT / Associate Manager and provide complementary management support for the 24 x 7 shop.
• In charge of managing the operations of the site during the Site leads absence/off shifts and ensures distribution of tasks and monitoring of staff utilization.
• Ensures all Incidents and Problems are handled accordingly and that the team are compliant to the set policies and procedures set for escalations, Incident and Problem management, ensuring Incidents are handled accordingly including escalations, working with the relevant groups involved until the issue has been resolved, providing updates on the progress of the Incident and Root Cause Analysis.
• Participates and works towards Service Improvement Plans along with Associate Manager.
• Provides guidance and support to the team and acts as next level escalation to Associate Manager.
• Interacts with internal clients on all levels to help resolve IT-related issues and provides answers in a timely manner. This includes Relationship Management, Communications, Meetings, and floor walks. Working with them and prioritizing helpdesk ticket response and face to face follow-up with internal customers to drive Service Level Agreements
• Ensures creation and Maintenance/updates of all system related work aid/manuals and guides being created by the team.
• Ensures Hardware/software installations are undertaken in a planned and controlled manner and anomalies escalated to the management team in a timely manner.
• Ensure that all systems requirement are met for Ramp Plans / new Program or Business Migrations in coordination with the Business Migration team / Global Transition team and Clients.
• Works hand in hand with the SMEs for the required works that needs to be done on-site in accordance with the Scope of Work, client and program requests. This includes deployment, transfers, etc of equipment and the required infrastructure (Telephony, IP Network Equipment, Servers, etc).
• Participates in emergency maintenance or Business Continuity/Disaster recovery as needed in the event of critical outages to ensure productivity impact is minimized; includes working onsite directly with the relevant teams (SMEs, Admin, Security, etc).
• Participates in Asset management. Ensure Assets are maintained and tracked accordingly by following the Standard Operating Procedures for such is followed accordingly.
• Ensures Housekeeping routines are being done all throughout the shift (Start of Day, End of Day, etc.) Ensuring operational integrity is maintained at all times

1. Team Work

• Coordinates with other Shift leads/Duty managers, SMEs, GSD, GTI colleagues, etc in day-to-day activities.
• Maintain a proactive approach within the team, communicate well, ensure Standard Operating procedures (escalations, etc) are followed, and contribute to the overall team Spirit.
• Positive relationships are built and maintained with all parties.
• Be proactive in identifying opportunities to improve customer service.

• Communicate procedural changes/new initiatives are fully communicated to and implemented by the team and ensure its implementation.
• Share knowledge and experience with colleagues, providing assistance on referred/technical issues.
• Advise and guide the team in a constructive manner.

• Actively contribute to the team. Create a co-operative pleasant yet hardworking atmosphere. Assist colleagues to meet deadlines and standards.

Major Challenges:

• The major challenge of the jobholder is to be able to deliver quality results under high stress conditions and occasional out of office hours in conjunction with Site Lead.
• The jobholder needs to adapt and cope with the high service demands in a constantly changing environment.
• Identify and resolve complex issues on a day-to-day basis, escalating if required to the relevant Support areas and Senior Management, which involve global issues affecting the whole of the SGS Infrastructure.
• Be responsible for ensuring the Service level Agreements are met by Third Party Vendors and the GTI department itself.

Education / Relevant Experience / Other Qualifications (e.g. Knowledge, Skills, Professional Qualifications required)

   (For the role – not the role holder.  Minimum requirements of the role)

• Bachelor of Science in Computer Engineering/ Computer Science, Electronics and Communications Engineering

• Understanding the needs of both internal and external customers and be committed to delivering an excellent service.
• Ability to work well with others in pursuit of business aims.
• Energy, enthusiasm and commitment to the business unit.
• Positive response to and recognition of the need for change.
• Ability to make realistic decisions and is willing to take the responsibility for acting on their own initiative.
• High standards of integrity and the ability to motivate self/others towards continuous performance improvement and personal development.
• Sound technical knowledge on the related business areas.
• Willing to work on different shifts and be assigned to other sites/location if required.

Pre-requisites:

• MCP, MCSA,MCSE, ITIL Certification or equivalent preferred, with a minimum of 2 or 3 years of Experience in the relevant field.
• Familiar with Project Management and methodologies
• Technical experience with Windows Operating Systems, Active Directory, Cisco Networking, Virtualization technologies, Voice over IP and IP technologies, Antivirus systems, etc.
• Familiar with standard concepts, practices, and procedures within information technology.

• Bachelor of Science in Computer Engineering/ Computer Science, Electronics and Communications Engineering

Our most successful candidates will have: - College degree (preferable) in relevant technology field - Prioritise, schedule, and administer all Updates, Upgrades and Major software releases in accordance with the Company Release Policy and contractual terms governing release policy with the customer - Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution - Evaluate documented resolutions and analyse trends for ways to prevent repeated future problems - Develop and document change requests capturing all customer requirements - Perform hands-on fixes on the Sales and Service Performance Management applications, including installing and upgrading software, database exports, and configuring the systems and applications - Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved using standard testing methodologies - Identify and learn appropriate software applications used and supported by the Company - Attend Customer workshops / reviews to provide Technical application advice and best practice guidance when required Requirements:  - Experience in technical customer service related industry, working in a global environment (supporting customers & partners worldwide) - Excellent English verbal and writing communication skills (and preferably additional foreign language) - Strong knowledge of MS OS, Chrome, GWS, - Experience with building and maintaining databases for query and problem tracking - Demonstrable experience of supporting industry standard OS platforms within the IT industry. Experience of supporting Web based applications - Some Working knowledge of administrating UNIX, Linux or Windows servers

All your information will be kept confidential according to EEO guidelines.