Assistant Lead Engineer - EUC (Cluster Infra Services)

Position Overview

The Systems Support Engineer undertakes complex projects related to system provisioning, installations, configurations as well as monitoring and maintenance of systems. He/She applies highly developed specialist knowledge and skills in systems administration and works toward continuous optimisation of system performance. He implements system improvements and instructs other IT staff in the resolution of most complex issues. He is required to be on standby with on-call availability with varied shifts including nights, weekends and holidays to resolve systems related incidents. He works in a team setting and is proficient in Infrastructure systems and Network related tools and techniques required by the organisation. He is also familiar with the relevant platforms on which the database is deployed on. The Systems Support Engineer is able to quickly and effectively solve issues as they arise. He is able to methodically identify the cause of the issue, evaluate it and develop a solution in collaboration with the team. He is able to communicate effectively and displays high service level standards.

Role & Responsibilities

Oversee service level agreements and service improvements
• Manage the development of service-level objectives and targets
• Monitor service-level objectives to ensure that requirements are met or exceeded
• Develop client satisfaction metrics and service procedures
• Propose recommendations to improve performance and client satisfaction

Design and develop new systems
• Develop new systems in accordance with business analysis and systems requirements
• Design security and integrity controls
• Install, modify, implement and maintain systems
• Define the system maintenance procedures
• Analyse the use of new systems to identify enhancement needs
• Conduct user acceptance tests for the newly deployed systems
• Lead research initiatives for the development of advanced and automated approaches for system administration
• Interpret internal or external business issues and recommends solutions and/or best practices
• Provide technical advice on installation, setup, configuration of systems

Optimise systems performance
• Explore opportunities to optimise the delivery of systems services with emphasis on availability, reliability, scalability, and security
• Conduct system audits and upgrades
• Develop automated processes to define, measure, and report on service quality, stability and capacity
• Analyse system requirements and performance to optimise the use of network operating systems
• Schedule installations and upgrades in accordance with organisational policies, procedures and protocols

Resolve system-related incidents
• Conduct risk assessments of systems
• Investigate cause of systems issues and resolve issues to ensure uninterrupted operations
• Resolve escalated system-related issues to identify root cause and potential solutions

Team Management
• Manage team operations, including budgeting, work allocation, and staffing.
• Establish clear goals and accountability for team members.

Security and Compliance
• Ensure systems meet top security standards and comply with regulations.
• Conduct security audits and implement corrective actions.

Vendor Management
• Ensure projects adhere to governance principles and standards.
• Manage vendor relationships and resolve high-impact conflicts.
• Track program performance to meet delivery objectives.
• Engage with key stakeholders and manage budgets.

Requirements

• Bachelor's degree in IT or equivalent 
• Minimum 7 years of relevant working experience or equivalent 
• Excellent communication and interpersonal skills to collaborate effectively with the teams
• Ability to manage platform uptime, troubleshoot complex issues and support large-scale rollouts
• Experience managing vendors and aligning solutions with enterprise architecture and security standard

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