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Mid LevelFull-time
Salary Range
$73,440 - $99,360 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
The System Engineer provides operational support to system infrastructure and clients, resolving technical issues and conducting root cause analysis. This role manages change requests through processes including requirement gathering, impact analysis, design, testing, and integration.
Key Responsibilities
- →Responsible for team KPIs. Monitor and report KPIs.
- →Manage service level agreements (SLAs) in areas of desktop, server, network, and security support management.
- →Manage BAU operations and ad-hoc projects at customer sites.
- →Manage project budgets versus actuals for project revenue and cost.
- →Ensure service requests are prioritized and delivered within agreed timelines.
- →Manage customer expectations regarding service delivery.
- →Serve as the Single Point of Contact (SPOC) for customers for ongoing operations and projects.
- →Provide recommendations and execute improvement plans for managed services.
- →Interface with customers for service improvement and recovery.
- →Ensure QA performance for the team and take necessary actions.
- →Manage team operations within budget (Capex and Opex).
- →Manage staff stationed at sites.
- →Develop, implement, and enforce policies, processes, procedures, standards, and guidelines.
- →Strategize on duty rostering or scheduling with Team Leads.
- →Conduct regular reviews with Team Leads on team performance.
- →Manage managed services resources, including hiring, staff administration, and welfare.
- →Manage staff development, identify suitable trainings, and promote talent retention.
- →Report to senior managers on issues impacting business or operations.
Requirements
- ✓Experience in system infrastructure support and technical issue resolution.
- ✓Knowledge of change request processes and project management.
- ✓Ability to manage SLAs and KPIs.
- ✓Strong communication and customer management skills.
- ✓Experience in managing budgets and resources.
