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Halian - Windows Team Leader

Context

 

Halian is currently looking for a Windows Team Leader able to establish the provision of a service to clients ensuring that their IT infrastructure and systems remains operational (through proactively identifying, investigating and resolving technical incidents and problems), to restore service to clients (by managing incidents to resolution) and to insure zero missed service level agreement conditions and the achievement of client satisfaction (through assisting with the planning, building and supporting of technology solutions) by focusing on ensuring all lines of support for complex incidents, requests, events and/or problems through effective management and leadership of a team of operations Engineers.

 

 

Your tasks

  • Help Project Managers to define and execute projects in time, by respecting deadlines

  • Ensure that assigned infrastructure at the client site is configured, installed, tested and operational

  • Perform necessary checks, apply monitoring tools and respond to alerts

  • Take responsibility that the software is installed and configured according to client requirements

  • Identify problems, events, incidents and errors prior to or when they occur

  • Log all incidents in a timely manner with the required level of detail with all the necessary stakeholders are done

  • Liaise with all stakeholders (including client IT environments, vendors, carriers and colleagues) to expedite diagnosis of errors, events, incidents, requests and problems and to identify a resolution

  • Investigate all line support calls and identifies the root cause of incidents, events and problems to ensure proactive future management

  • Effective and comprehensive resolution of incidents, problems, events and requests, making sure that repairs are carried out by coordinating product requests and liaising with other team members

  • Report and escalate issues to 3rd party vendors if necessary

  • Take full ownership for managing the incident, request, event and/or problem to resolution within the services level conditions

  • Escalate complex requests and expectations to the next line of support

  • Provide continuous feedback to Service Operation Manager and affected parties and update all systems and/or portals as prescribed by procedures

  • Ensure adherence to customer requirements and service level agreements and related processes

  • Incident, problem, event and request management

  • Take responsibility for receiving calls and incidents, problems, requests and events at his own operational team

  • Assist in analysing and escalating the support calls

  • Identify the problem, incident and document the actions required, identifying and selecting the appropriate solutions, including the development of a workaround plan

  • Ensure the implementation of a resolution and recovery, ensuring compliance to the relevant processes and within service level agreements

  • Ensure update incidents, requests, problems and/or events with progress and resolution details by his team

  • Make sure that work shifts follow the required handover procedures for shift changes to ensure service continuity

  • Complete and mantain any shift handover schedules

  • Ensure the accurate and efficient allocation of resources to project and operational services

  • Act as people manager to a team of operational Engineers, taking responsibility for the operational management of the team, creating and executing plans and reporting on team activities in the required forums

  • Ensure that the whole team reporting to are engaged and understand their positions, by taking responsibility for the training and development of the team members

  • Produce breach and other reports that are necessary for the correct operation of processes

  • Identify failures and short-comings in the current processes and escalate with recommendations

  • Communicate well and capture all pertinent details when required will contribute to their success

 

Key accountabilities

  • Act as Team Lead, manage and coordinate Service Improvement initiatives, change management and provide guidance to the team as appropriate

  • Administration, technical support for the Windows Server environment, including 3rd party and Microsoft applications (Windows Server 2008 R2 , 2012 R2, 2016, SCOM, SCCM, Orchestrator, McAfee)

  • Manage a team of technical individuals

  • Manage goals and objectives, ensure mentoring and assistance in meeting

  • Participate in and manage technical project work

  • Own, identify, diagnose and manage issues to resolution

  • Proactively manage and coordinate service improvement initiatives

  • DR / BCP testing

  • Change Management

  • Monitor and report of the server environment and SLAs

  • Installation planning and co-ordination

  • Priority management

  • Activity report management

  • Incident/Request/Problem follow-up

  • Coordination and integration with other parts of the organization

  • Escalation management

  • Ensure pro-active evolution & optimization of service delivery organization, methods and tools

 

Skills and Experience

  • Extensive experience with Microsoft Windows Server technologies (2008 R2, 2012 R2, 2016)
  • Extensive experience with System Center products (SCOM/SCCM)
  • Solid understanding of WAN / LAN technologies and principles, Storage and Database systems (especially Microsoft SQL)
  • Strong scripting knowledge (PowerShell)
  • Good knowledge of Active Directory and its services (DHCP, DNS, GPO)
  • Good networking knowledge and understanding of Firewall rules concepts
  • 5+ years of experience in a Windows mid to big size infrastructure
  • You own an A level + 2 years or equivalent level through experience and professional training
  • You possess the ability and willingness to quickly learn new technologies, capable of self-study
  • Structured, process minded and able to maintain the high level overview
  • You are fluent in English, at least B2 Level (French is an asset)
  • You can work independently and can manage your time
  • Eager to work in a dynamic multi-national environment with a strong customer focus
  • Proven ability to lead a technical team
  • Service oriented
  • Disposition to take responsibility
  • Ability to work under pressure and to tight deadlines
  • Organised with good attention to detail
  • Structured and methodical problem solving
  • Strong communication skills and flexible team player

 

Details

  • Location: Luxembourg
  • Start Date: ASAP
  • Type of contract: FTE

Unternehmensbeschreibung

As an international IT services company, Halian have worked hard for 20 years to understand the issues that keep our customers awake at night and to create the answers that make their lives a little easier.
Our mission - the goal that's shared by everybody at every level - is “to deliver the best people and technology services in order to help Halian's customers do more; faster, better, and more cost-effectively than ever before."
We're able to do things differently because we think and act differently - the Halian Way is based on rapid service and speedy results, and at its heart lie five key values:
Partnership, Respect, Intelligence, Dedication, and Energy.

Halian has offices in the UK, Luxembourg, Dubai, and Qatar, and have more than 500 employees all over EMEA. We work with some of the world's most ambitious and dynamic organisations, such as Public and European Institutions, Finance, Oil and Gas, Healthcare and Pharmaceuticals, and partner with industry leading hardware and software vendors. When you join Halian, you will help integrate one of our three service lines: Managed Services, Resourcing Services, or Project Services. You are able to deal with a variety of technologies in critical environments, and make a positive contribution to our customers business. In return, Halian will support the development of your career via different programmes already in place. Halian has built a strategy based on confidence with its customers and partners, and it's these strong links that allow Halian to provide you with job offers not often available on the open job market. Each role is a new challenge to take on!

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