Subject Matter Expert Manage Services

Job Description:

Key Responsibilities

• Manages overall personnel, performance, daily operations, and discipline of self.
• Drive specific improvement projects as required by Management Team from time to time.
• Be accountable and responsible for actions taken by self and team.
• Take ownership of tasks assigned.
• Providing training to new and existing team members whenever required.
• Handling escalations, complains, doing RCA and sharing detailed reports with Management and clients.
• Auditing cases, sharing feedback, and coaching the team as required
• Preparing and Managing KBs.
• Working with management towards regular process improvement.
• Handling typical issues as per the requirement whenever required.
• The candidate will have an added advantage if have exposure with architecting, designing, and implementing solutions using different services & solutions under Azure cloud offerings.
• Help Tier 1 & Tier 2 resources to address the issues on Azure related to various Services available on Azure platform.
• Will be responsible for updating, sharing daily, weekly & monthly tickets tracker & analysis.
• Defining key management routines and governance strategy to ensure effective business process execution.
• Should have technical bent of mind to use available tools and platforms to diagnose and troubleshoot reported issues for various services.
• Responsible for handling individual projects related to new implementations, improvisations, or migrations from multiple source platforms.

Technical Skills:

• Extensive knowledge of Win 10, Server 2012, 2016 + and LINUX servers OS
• Platform Monitoring and Management
• Virtual Machine monitoring and Patch Management
• Security Monitoring & Management (Next Gen EDR + SOC)
• Storage Monitoring & Management
• Backup Monitoring & Management
• Extensive working exposure with Azure Monitor, Advisor.
• Extensive knowledge of Azure IAAS and Windows Server Environment.
• Extensive knowledge of SMTP, POP3 and Exchange mail protocols
• Extensive knowledge of on-prem & Azure Hybrid Configuration & troubleshooting
• Able to troubleshoot complex Azure Environmental Issues.
• Able to analyze Azure Logs and provide RCA of the reported issues
• Should have relevant knowledge of on-prem & Azure Hybrid Environment
• Should have Azure PowerShell knowledge
• Able to troubleshoot all Azure Complex IAAS services issues
• Knowledge of Active Directory, DNS and DHCP
• Knowledge and hands on experience on Active Directory.
• Hands-on experience on GPO
• Hands-on experience on File and Print services/ Network printer installations
• Knowledge about Antivirus/End point protection (Symantec/MacAfee/Trend etc.)
• Knowledge on Managing various RMM Tools e.g. Connectwise automate, Manage engine or others.
• Knowledge about Data backup & recovery
• Basic Networking knowledge

Desired Profile / Criteria / Skills :

Experience & Education Required:

• +5 years of Experience providing Helpdesk and Manage Service in Microsoft Cloud and On-premises environment.
• Educational Qualification - Must be Graduate or above
• Must have worked as a Level 2 or Senior engineer
• Excellent verbal & written Communication skills
• Should have excellent customer handling & listening skills
• Strong analytical skills
• Strong problem-solving skills
• Quick decision maker and fast learner
• Experience in handling multiple tasks
• Very organized and team player
• Result Oriented & able to deliver within timelines
• Willing to work in 24/7 Environment, 5 Days working, and Rotational Shift depending on business needs

Extent of Public Contact:

• Frequently serves as a representative of QBSS to various organizations within the community, displaying courtesy, tact, consideration, and discretion in all interactions.
• Continually serves as a representative of QBSS to the contract corporate groups, displaying courtesy, tact, consideration, and discretion in all interactions.
• Frequently negotiates contracts, answers questions from accounting & other staff, and interacts with division corporate staff.
• Position requires direct one-on-one as well as group basis interaction with LOB management team.

Working Days: 5 days, Monday to Friday

Working Hours – 9 hours (US work Shift Pattern), a mix of WFO and WFH. The working hours may get extended due to the nature of the business.

Note - The employee must be willing to work at a location in a small-to mid-sized office setting, plus attend client conferences and meetings that may or may not be held during the workday. Travel to other Quatrro locations or client offices may be necessary, as well as physical presence at company meetings with other offices throughout the globe.