The Senior Technical Support role is crucial for providing advanced tier 2 support, resolving complex IT issues, and ensuring business continuity. It involves designing monitoring systems, managing critical IT incidents, and optimizing IT platforms. The role also includes developing backup solutions, overseeing SCCM management, and collaborating with IT teams and vendors to enhance user experience.

Customer:

• Provide senior-level assistance to end-users, addressing IT inquiries and issues with advanced troubleshooting.


• Collaborate with IT teams and vendors to solve complex technical challenges and optimize user experience.

People:

Mentor and coach monitoring engineers and junior staff on technical issues and advanced monitoring techniques.

Operations:

• Design and implement advanced monitoring systems for IT systems and applications.


• Analyze and respond to monitoring alerts proactively to prevent service disruptions.


• Lead the response to critical IT incidents, ensuring swift resolution and documentation.


• Work with cross-functional teams and vendors to expedite issue resolution and restore operations.


• Optimize IT platforms and systems for enhanced performance and reliability.


• Manage O365 services, user accounts, and access permissions, ensuring security compliance.


• Develop and implement advanced backup solutions tailored to business needs.


• Test and validate backup processes to ensure data integrity.


• Oversee SCCM management for software deployment, patch management, and inventory tracking.


• Troubleshoot SCCM issues and collaborate with IT teams and vendors for solutions.


• Lead the design and improvement of enterprise-wide monitoring solutions.


• Drive automation initiatives in monitoring operations using infrastructure-as-code.


• Lead incident response and post-incident reviews to identify system weaknesses and develop remediation strategies.


• Collaborate with vendors to implement innovative monitoring solutions and manage vendor relationships.

Financial Result:

• Implement cost-effective backup solutions to optimize resource utilization and reduce data protection expenses.


• Ensure high system availability through proactive monitoring, reducing downtime costs and enhancing efficiency.