Serving The Dallas Fort Worth Metroplex

PRINT

Lead Windows Systems Analyst

Lead Windows Systems Analyst

Purpose of Role:

Our Client has a role for a key individual to lead the team responsible for the delivery of our cleints Cloud Service in North America focused upon the virtualized and physical server environments for Windows and Linux to provide a stable platform on which our clients businesses can support their clients

Provide technical Server leadership for Microsoft Windows based Private Cloud environment using ITIL v3 service processes: Incident, Problem, Change, Release, Configuration, and Request management. Support for both Cloud data centers in North America plus 94 remote locations in US and Canada.
Support will encompass both office hours and on-call support to 24 x 7 with alert management and operational team members.

Our client will utilize Microsoft private cloud technology in 2 Cloud Data Centers for North America to build a cohesive IT infrastructure and service model serving all operating companies. This is a major transition program which will cover the entire group over a 3 year period starting in North America across 94 sites. This model will complement the localized infrastructure model currently
in place.

Objectives:

  • Deliver a high quality IT service including security policies and up to date patching for software currency
  • Improve efficiency of IT Services
  • Improve customer satisfaction
  • Become a valued partner to the business
  • Drive forward a proactive approach within the team to support the business by offering critical support services
  • Manage and set priorities within the defined ITIL service processes for the support of our clients Cloud infrastructure systems focused upon server and virtualization. Working in a team environment with following components including Storage, Network Management, Network Security, DR systems and processes and Data Centre Operations
  • Completes projects by coordinating resources and timetables with other teams and the business
  • Improve services by tracking emerging technologies; evaluating their applicability to business goals and operational requirements
  • Manage all incoming Incident and Service Requests, scheduling work to deliver against timescales, and set expectations with requestors, keeping them informed of progress
  • Analyze, prioritize and solve incidents and problems raised via our internal service desks within the business units based upon established business priorities

Measurements:

  • Resolution of Incidents and Service Requests within agreed Service Levels
  • Platform and Service Availability within agreed targets
  • Track available server / compute capacity for cloud
  • Delivery of Project/Change Commitments to agreed timescales
  • Success of approved, scheduled change and release management
  • Customer satisfaction levels
  • Eradication of problems at root cause

Education and/or Experience:

  1. Technical Service Delivery role in a distributed Service Delivery model
    preferably global footprint.
  2. Working within matrix relationships to provide server technology direction.
  3. Maintains a positive attitude and conveys this to the team and other
    technical organizations within our client.
  4. Work as a team to develop solutions to business problems and communicate effectively  decisions related to changes
  5. Bachelor’s degree in computer sciences or information management
    with the following related experience and / or training; or equivalent
    combination of education and experience:
    • Experience with Microsoft Private Cloud
    • Windows Server 2008 / 2012 with HyperV and VMware ESX
    • ITIL v3 service processes and Data Center operations with virtualization
       

Language Skills:

  • English required
  • Excellent interpersonal skills.
  • Liaison by formal and informal means with staff of all levels.
  • Builds lasting working relationships and shows consideration for colleagues.
  • Demonstrable understanding of KPIs and Management reporting frameworks.

Mathematical:

Ability for analytical understanding of statistical trending information to continually improve delivery of services and customer experience 

Reasoning Ability:

  • Logical reasoning for information technology, proactive, accountability
    for service improvements, with the ability to quickly translate requests
    or problems into appropriate actions and solutions.
  • Ability to approach problems from a different perspective to identify innovative solutions.
  • Ability to identify trends of issues and propose innovative solutions.

Computer Skills: (in Priority order)

  1. Microsoft Hyper-V with Windows 2012 R2 server with Hyper-V Replica
    Microsoft Windows 2008, 2003
    VMware vSphere – 3 or more years
    Microsoft Windows Server Update Services (WSUS)
  2. Linux Redhat and CentOS
  3. Dell M620 Blade servers
  4. Dell R720  Power Edge servers
    Dell Open Manage
  5. Dell Remote access controller
    Exchange 2013 – infrastructure support
  6. Systems Center – Operations Management (SCOM) – 3 or more years
  7. Systems Center – Configuration Management (SCCM) – 3 or more years
  8. Systems Center – Service Manager (SCSM) – 3 or more years
  9. Systems Center – Application Controller (SCAP) – 2 or more years
  10. Systems Center – Orchestrator (SCORCH) – 2 or more years
  11. Systems Center – Virtual Machine Manager (VMM) – 3 or more years
  12. Windows Azure Pack – is a plus

Certificates, Licenses, Registrations:

  • IT Infrastructure Library (ITIL) v3 accreditation.
  • Relevant and Current Operating System and Network Technology
    qualifications i.e. MCSA, MCSE, MCNE, CCIE.
  • ISO27001 accreditation preferred.


Work Environment:

Required to work in an office environment. Occasionally required to work in Data Centre and Communications Rooms. 

Core Competencies:

Analytical- Synthesizes complex or diverse information; collects and researches data; uses intuition and experience to complement data; designs work flows and procedures.

Problem Solving- Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.

Customer Service- Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.

Oral Communication- Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.

Written Communication- Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written information.

Teamwork- Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed.

Organizational Support- Follows policies and procedures; completes administrative tasks correctly and on time; supports organization's goals and values; benefits organization through outside activities; supports affirmative action and respects diversity.

PO Box 93538
Southlake, TX 76092

1207 S. White Chapel Blvd
Suite 130
Southlake, TX 76092 | Directions