Senior Systems Engineer - SCCM (MCG)

• Ensure that all contracted Service Level Objectives and Satisfaction targets are achieved
• Ensure that all calls are logged correctly, updated correctly, followed up, escalated timeously, serviced and closed with sufficient detail
• Ensure that all calls achieve service level targets and quality objectives
• Ensure that all platforms are designed, supported and maintained in accordance with applicable best practice recommendations
• Ensure that all routine monitoring and maintenance tasks are completed according to schedule and to the prescribed standards
• Ensure that all open calls are constantly reviewed and updated until call closure
• Ensure a minimum of 98% customer satisfaction feedback rating on a monthly basis with external contracted Customers and action to position SLA and satisfaction measurement for internal support
• To ensure continuous communication to the technical team and feedback regarding escalations to Client Line Management and Users
• To ensure adherence to all Altron and Customer processes, policies and procedures as per prescribed compliance
• To ensure that all the allocated and contracted development activities (Individual Development Plan) between manager and employee is successfully completed within the Altron policy and procedure framework
• Perform the role of a technical leader and serve as mentor for you peers

• Coordinates problem resolution among a variety of functional areas and provides subject matter expertise support for diagnosing and resolving problems
• Recommends and may implement software or hardware changes to rectify problems or address improvement opportunities
• Maintain and provide support for Clients Infrastructure Services
• Work with other Engineers, Vendors, and Architects for resolution of issues
• Request technical assistance and escalate when necessary
• Document, monitor, report, and manage the resolution of issues
• Recommend procedures and controls for problem resolution
• Develop and implement workarounds and temporary solutions
• Create and update technical documentation
• Contribute to Knowledge Base Articles

• Develop, optimize and automate Maintenance tasks
• Develop, optimize and automate Update Tasks
• Continuously review existing maintenance tools, processes and services and propose optimization

• Develops, maintains, recommends, documents, and supports tools and back-end utilities to provide Performance, Capacity and Availability management
• Implement, Optimize and Support Application Performance Management
• Performs capacity workload modelling and availability analysis for a variety of platforms and environments
• Develop and Recommend changes and enhancements for improving the monitoring service
• Assess and analyze availability monitoring metrics and reports to provide recommendations
• Assess and analyse capacity monitoring metrics and reports to provide recommendations
• Monitor and Optimize System Maintenance Plans
• Develop and complete performance and control reports

• Deploy, upgrade, and migrate platforms, systems and applications
• Lead and assist with deployment projects
• Create and update deployment project plans and schedules
• Create and update technical documentation

• Work with sales and presales resources to architect solutions, services and pricing
• Accurately estimate effort required for projects and services
• Integrate solutions with other applications and platforms based on engineering requirements
• Develop scripted solutions and automation

• Ensures adherence to security requirements
• Reports security issues when appropriate and gathers required information
• Analyses audit trails to detect systematic security violations
• Makes recommendations to improve security and participates in investigations
• Assist with implementation of Security recommendations
• Work with auditors and security professionals to implement and enhance security

• Manage and Monitor Backup Services
• Continually assess backup and DR and escalate any risks
• Implement the DR plans for disaster recovery
• "Participates in the design, implementation, and execution of backup and disaster recovery plans for infrastructure solutions"
• Document and Optimise Backup services

• Manages all calls assigned to you in accordance with SLA objectives
• Assists the team to drive service level excellence
• Monitors systems and services to ensure that performance targets are met
• Contributes to service level reports

• Identify and recommend Continuous Improvement and Innovation initiatives
• Analyze and report on operational metrics to understand performance and to ensure success in process improvements
• Recommends and develops solutions for improvement of policies and procedures
• Identify tasks eligible for automation

• Ensure adherence to Customers Corporate Governance and Risk Management Policies as per prescribed compliance
• Formally raise any identified risks and issues with your direct manager
• Adhere to all Health and Safety Requirements
• Review and update the risk and issue register

• Working vendors and 3rd parties to implement and support solutions
• Working with Third Parties to resolve issues
• Third Party Management

• Update skills to align to company certification targets and customer requirements
• Continuously increase knowledge to be the Subject Matter Expert in your Field

• ITIL Foundation (Essential)
• Microsoft System Center Configuration Manager Certification (Essential)
• Cloud Services integration experience (Essential)

• MCSE (Essential)
• Scripting and PowerShell (Essential)

• Microsoft Certified Associate +
• Microsoft Certified Expert
• VMware Certified Associate (VCA)
• VMware Certified Professional (VCP)
• AWS SysOps Administrator- Associate​

• Relevant Equivalent Certification

• MCSE Productivity Solutions Expert
• Microsoft Certified Associate +
• Microsoft Certified Expert

• Relevant Equivalent Certification

• Microsoft Certified Technology Specialist
• MCSE
• Microsoft Certified Associate +
• Microsoft Certified Expert
• AWS Certified DevOps Engineer Professional​

• Relevant Equivalent Certification

• Microsoft Certified Solution Associate: SQL 2016
• MCDBA
• Microsoft Certified Associate +
• Microsoft Certified Expert
• AWS Certified Big Data

• Relevant Equivalent Certification

• Project Management Certification
• TOGAF
• ITIL Service Design
• Certified Cloud Architect

• More than 7 years Technical Support with an emphasis on MS Server Operating Systems, Networking and Applications
• Demonstrated solid Technical skills, knowledge and experience in the maintenance, support and troubleshooting of Infrastructure, Windows Server Operating Systems, Active
• Directory, Group Policy and supporting services and Hardware

• Of which at least 5 years’ experience in the support and administration of Enterprise
• Platform where at least 1 year has been in a senior support position. (e.g., SCOM, SCCM,
• SCOrch, Azure Monitor)

Altron