JOB DESCRIPTION

JOB DETAILS Job Code Job Title Job Family Division/Department Reports To: Supervises (Job Title): 330.416.350 Systems Administrator Systems Administrator Job Grade TBA Operations ITO Delivery Capability ITO Server Management Systems Administrator Senior (Appointed Team Lead) None

ROLE PURPOSE

To Install, configure, maintain, and secure Injazat managed systems. To deliver and support highly available systems SLA, to perform monitoring and event handling services, to manage operating systems and software patching services.

KEY ACCOUNTABILITIES KEY ACCOUNTABLITIES System Administrator End User Services KEY ACTIVITIES Executes Troubleshooting methodology and root-cause analysis to resolve small to intermediate level problems. Acts as a Tier II focal point to resolve all break/fix and service degradation issues. Adheres to the agreed event management notification and escalation procedures. Leads availability management activities to optimize maintenance and design measures that meet contracted SLAs. Adheres to Injazat change management process and procedures Prepares and executes systems maintenance plans to proactively manage reliability and service expectations. Responsible for upgrading, and managing OSs on all production systems Performs periodic reviews of Configuration Items (CIs) to ensure compliance with policies and standards. Perform thorough operational readiness activities. Prepares and maintains technical documentation to assist with the on-going operation, maintenance, and development of the enterprise services. Performs configuration management activities to manage work instructions and implement configuration changes following agreed procedures. Provides access control services to fulfil client request requirements Applies ITIL framework, closes Problem records within defined timeline threshold to minimize impact on client / outage. Acts as a Tier II focal point to resolve all break/fix and service degradation issues. Provides timely and frequent technical updates to customers, delivery and capability management.

JOB COMPETENCY COMPETENCY Back Up and Restore Systems PROFICIENCY LEVEL Proficient DESCRIPTION OF COMPETENCY Facilitate Change/Add/Move Requests Proficient Keep backup and restoration processes current and documented. Perform backup functions on a regular basis, using the appropriate processes. Ensure system service disruption is kept to a minimum and that data is not lost. Regularly monitors systems. Promptly assess a problem situation to determine the appropriate INJAZAT support organization to escalate for resolution. Consistently follow through with tracking progress made on incident resolution. Ensure the appropriate INJAZAT organization is able to resolve problems in a timely manner and to the clients satisfaction. Implement change/add/move requests Ensure client organizations have the appropriate level of system
1

Escalate Problems

Proficient

Install and Configure Software Manage and Monitor System Operations

Knowledgeable

Knowledgeable

Manage and Resolve Problems

Knowledgeable

Manage Systems

Proficient

Provide System/Technical Support

Proficient

Repair and Update Hardware, Software, and Operating Systems

Proficient

Support E-Mail System Design and Operation

Proficient

Test Software

Knowledgeable

Information Security

Proficient

access. Use operating system expertise, software application knowledge, systems networking and technical skills to install and configure application software. Work on corrective action initiatives. Complete user requests for additions and changes for server configurations. Ensure system maintains a high-level of uptime and server is stable. Consistently overcome and work through business and technical obstacles. Quickly and accurately identify and manage incidents. Proactively coordinate to implement appropriate resolution. Ensure resolution occurs quickly and customer down time is minimized. Clearly and concisely communicate resolution status through service desk. Comply with all requirements communicated in a SLA Provide a level of support that meets or exceed expectations. Make recommendations for environment improvements. Support the client through system upgrades. Promptly fix any system breakdowns that occur, or delegate the fix to an appropriate technical support group within Injazat. Ensure the system being supported is fully operational. Analyse system performance, and seek opportunities to make recommendations for system improvements. Effectively and efficiently troubleshoot system problems. Identify the root causes of system problems. Minimize system downtime and maintain / enhance system functionality. Make recommendations for system enhancements that will increase functionality and productivity utilizing approved Injazat tools Analyse bandwidth to determine a logical system design, Analyse the network structure to determine the most effective and stable e-mail environment, Provide input to help determine where to position e-mail servers for best performance Monitor the e-mail system, tracking and resolving issues as they occur Run all systems tests, Ensure software operates efficiently prior to migration to a production environment Accurately document test results Understand and practice information security fundamentals covering confidentiality, integrity and availability of information in Injazat organization.

Minimum Qualifications:

QUALIFICATIONS, EXPERIENCE AND SKILLS Bachelors Degree in Computer Engineering, Computer Science or equivalent field. Attain one certification from any of the technology domains below: o Wintel: - Enterprise Advanced Certifications: MCSE, MCTS and MCITP or VCP 2-4 years experience in a relevant field

Minimum Experience:

Job Specific Skills:

Wintel Services: Management of Operating System (2003/2008, MS Exchange messaging 2003/2007 and 2010), AD GPO implementation and troubleshooting, Black Berry and MS Lync services Management of Microsoft Certificate Authority Serve and PKI infrastructure r, Management of MS NLB, MS clustering (2003/2008), file/ print/& DHCP Server Expertise in MS ISA server 2004, 2006, TMG, & Citrix Management of WSUS, SCCM, SCOM Management of HP servers and Blade systems Managing virtualized systems (VMware/ vSphere /SRM), Cisco UCS,