IT Systems Expert

1 week ago

Bengaluru, Karnataka, India Focus Edumatics Pvt Ltd Full time

Job Summary

We are seeking a highly skilled IT Systems Expert to join our team at Focus Edumatics Pvt Ltd. As an IT Systems Expert, you will be responsible for driving Service Desk, Automation, and Strategic Systems Delivery functions within our global IT Operations organization.

Key Responsibilities

  • Excellent verbal and written communication skills
  • Excellent organizational skills with the ability to multi-task
  • Ability to troubleshoot a wide range of technical implementations
  • Install, configure, upgrade, and monitor web served related software
  • Manage, maintain, troubleshoot, and support our clients' network infrastructure
  • Troubleshoot and utilize advanced Active Directory tools
  • Advanced utilization of service-specific tools and technologies to deliver onsite and remote user support services
  • Serve in the on-call rotations assigned
  • Analyze and make optimization recommendations at the packet level
  • Install, upgrade, and migrate Windows workstations and servers
  • Develop and modify login scripts
  • Troubleshoot server related issues; Work in rotational shifts and weekly offs to cater to business needs
  • Work on cloud and platform-level applications and maintain data integrity
  • Must be strong with LDAP, Azure, Oracle applications, SSO Concepts
  • Infrastructure, platform admin experience (3-5 years+)
  • Handle level 3 technical issues and have an in-depth understanding of managing escalated tickets
  • Work under pressure to handle highly complex issues
  • Work from office and full time
  • Participate in the strategic planning and drive execution of IT services, ensuring alignment with organizational goals and objectives
  • Collaborate with various stakeholders, including business leaders, to understand their IT requirements and align IT services accordingly
  • Source and maintain relationships with external vendors, ensuring they meet service-level agreements, security requirements/constraints, and provide high-quality services
  • Ensure compliance with relevant internal policies and external regulations

Domain Skills Required

  • Monitoring the tier 3 support queue and evaluating the incidents logged
  • Providing feedback on incidents that are missing information or that have been misassigned
  • Managing the tier 3 support inbox and collaboration workspaces
  • Managing the appropriate databases, applications, servers, or network ecosystems
  • Maintaining the support environment for building and maintaining test environments and development spaces
  • Offering proactive support through event management and other monitoring activities
  • Adhere to SLAs and deliver high-level customer service experience
  • Write service templates and contribute to the knowledge base
  • Review IT publications and online materials to remain up to date with current and future technologies emerging in the industry
  • Ability to positively mentor, coach, and lead by example
  • Ability to de-escalate tense customer situations, while proactively providing first class service
  • Advanced understanding of operating systems, business applications, printing systems, and network systems
  • Advanced Knowledge of LAN/WAN configurations and topologies
  • Self-motivated with the ability to work in a fast moving, sometimes high stress environment
  • Experience working with cloud technologies like Salesforce, AWS, Oracle, data base platforms
  • Experience in maintaining platform-level and IT architecture

Qualifications

  • Minimum 4-5 years leading Global IT Support and Delivery organizations
  • Experience in IT Transformation, specifically manual to automated for large Organizations with a heavy remote workforce
  • Experience scaling in Turnaround and Growth Stage Business with plans to grow 6 –8x by 2028; nominal growth in headcount but scaling sustainable systems
  • Bachelor's degree in IT, Computer Science, or a related field; a master's degree is a plus
  • Proven experience in IT leadership roles with a focus on service desk, automation, and strategic delivery
  • Strong knowledge of IT Service Management (ITSM) frameworks and best practices
  • Familiarity with Business Process design and development
  • Experience with ISO 27001 and SOC 2 Type 2 compliance management and maintenance/audit
  • Experience with IT automation tools and technologies
  • Excellent project management skills and the ability to lead cross-functional teams
  • Strong interpersonal and communication skills for collaborating with stakeholders. Knowledge of IT governance, risk management, and compliance

About Focus Edumatics

Focus Edumatics Pvt Ltd is a mission-driven, technology-enabled education services organization that provides high-quality, research-based online learning solutions to disadvantaged and at-risk students in the United States

About Alpine Investors

Alpine Investors is a people-driven private equity firm focused on building enduring companies by working with, learning from, and developing exceptional people

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