Job description

Role & responsibilities

Operational Responsibility:

• Provide management and guidance for IT support on computer hardware software and front-line support for business applications / communication platforms and networks at plant level, diagnose and solving basic application issues and routing/escalating where appropriate.
• Work with support agencies and staff regarding Networks, LAN/Wan, UTM, MPLS, IPSEC VPN, WIFI devices Data and Cyber security tools implementation, Active Directory, End Point Security, Office 365, various communication links and updates and upgrades for other infrastructure services as required.
• Review of IT Support services with FMS Support Vendors and Log and track all incidents and requests on the Helpdesk system, providing regular updates to the customer and ensuring SLAs are met and ensure that support staff is adequately doing the same.
• Ensure SLA based working and implement ITSM&ITAM at site.
• Understanding of L2, L3 Switch configuration in different VLAN setup , SOC Compliance , IT Infra readiness as per ISO 27001 guidelines.
• Cordination with central SOC & NOC team

System Performance Optimization

• Ensure landscape performance KPIs and success criteria are established and followed for the landscape, relevant teams in Landscape and services are coordinated accordingly.
• Manage the landscape performance KPI monitoring process and ensure KPIs are measured correctly.
• Where necessary, initiate and manage projects to keep the KPIs in agreed scale and even plan for further improvements in a proactive manner, engage necessary resources.
• Gather detailed information on where KPIs are not met & facilitate responsive actions which may then be transformed into improvement projects.
• Work with all levels of contacts from cross functional teams for further enhancing the KPIs and system performance.
• Ensure strict Governance to keep the performance of the systems to acceptable levels of performance across the landscape.

Housekeeping

• Ensure housekeeping jobs are running as scheduled and new jobs are put into process as needed, ensure other housekeeping actions are also planned and taken as well,
• Ensure that improvement activities are carried out according to landscape methodology, agreed design, security and performance criteria and General IT controls.

Resilience and Availability

• Bring in or operate pro-active measures to measure service performance.
• Plan for and ensure Proactive Application maintenance to prevent unplanned disruption due to incompatibility of software versions & incomplete/untested release packages.
• Ensure high availability of Applications to the Dalmia business by designing and deploying high quality maintenance plans, covering backup, archiving, housekeeping, health checks, job runs, administration, etc.
• Ensure minimal business disruption. In case of a disruption, resolve the issue and the root cause with less downtime.