IT Service Delivery Specialist, Data Center – Wintel - Active Directory
Sofia,Bulgaria
Job Reference SP-7739359243
Professional Areas Information Technology
Function Information Technology
Contract Type Permanent
Years of Work Experience 3-5 years
Start date 2020-08-18
Application close date 2020-03-03
Summary
Be part of IT Global IT Operations at LDC Company in order to ensure that all IT Services related to support activities for our critical Data Center environment are delivered effectively and efficiently ensuring business continuity. Ensure the compliance with all of our ITSM processes (Incident, change, problem, request and event management). As part of this organization, we target continuous services improvements initiatives in order to bring efficiency and improvement for our environment. To be part of IT Services Operations, you need to be flexible and able to adapt itself to the evolution of IT solutions. You are a key player in the relationship among all of other IT areas and external partners, including projects and applications teams. This is a specialist level position requiring a minimum 3-5 years of experience in supporting critical Data Center/Cloud environment with focus on Wintel servers and Active Directory advanced support.
Main accountabilities (Main Responsibilities):

Key accountabilities:
• Act as primary Advanced Level 2 support; incidents, request fulfillment, problems and changes
• Manage changes, new requirements of the solution(s)
• Develop and maintain technical documentation in support of the solution(s)
• Make proposals and provide information in order to support decision making concerning the solution
• Act as point of technical escalation for Level 1 issues/problems

More precisely, the role will cover but not be restricted to the following:
• Solution technical specifications/architecture and fit the application to business needs
• Provide technical support and guidance to others - if need be: perform some level of software development activities (design, code, build, test) for the following technologies: Active Directory, Azure AD, AD Connect, O365, Exchange, SMTP Mail Routing
• Create and maintain support, design, and architecture documentation, diagrams and communications
• Capacity planning and performance analysis to plan in order to identify areas where improvements can be made to increase efficiency and workability
• Performs assessments on the Directory Services environments and implements remediation as well as assuring the stability, security, and scalability of these environments
• Ensure support structure is on track collaborating with the Service Delivery Managers (KPIs)
• Maintain daily, weekly, monthly, quarterly solution KPIs
• Be the point of escalation for all technical service/solution issues
• Manage all regional changes/enhancement requests relative to service operations and specifically to services provided by the global solutions.
• Collaborate with peers, technicians and service providers to harmonize the services and solutions
• Interfaces with the Service Desk and Level 1 & 2 support in order to resolve outstanding issues; is the point of escalation
• Ensure that the Wintel/AD services meet specifications and are compliant with quality standards defined
• Schedule and supervise all maintenance and installation work, including major configuration changes and upgrades
• Liaison with all service vendors like Microsoft for management and support of infrastructures
• Work closely with own other infrastructure team members to ensure the backup needs.
• Ensure that all mains components in the scope are monitored and if not make sure that the proper monitoring will be in place
• Ensure inventories/CMDB are accurate for the scope
• Facilitate and implement automation as possible
• Take corrective/proactive actions whenever required
• Proactively drive opportunity for standardization, simplification and improvement in the environment
• Execute and coordinate general housekeeping activities
• Follow up internal and external audit requests
Technical knowledge:
• Must have professional experience using Windows Server 2012/2016 as well as knowledgeable in Active Directory, DNS, LDAP, AD Connect, and Azure AD
• AD services (AD, Computer, DC, group membership, GPO, DNS, DHCP, sites and services, organizational units, trust and user management), ADFS, AD CS, Dirsync / AdConnect, AGPM
• Experience in installing Windows environments with manually and automated on physical and virtual environments.
• Experience writing scripts with a scripting language
• Familiarity with DevOps and ITIL processes
• Handle remote troubleshooting equipment’s
• PowerShell Scripting
• Microsoft Server and other Server, Citrix certification (as nice to have)
• Infrastructure as Code management (as nice to have)
o Tools: Azure ARM, Packer, Jfrog Artifactory, Chocolatey
o Management Tools: Azure DevOps, Gitlab

The following are the preferred qualifications:
- MCSA: Windows Server 2016
- MCA: Azure Administrator
- MCSA: Office 365

Experience (including number of years):
• Minimum 5+ years of working experience in planning, designing, deploying, managing/troubleshooting Active Directory on Windows Server (2012, 2016) systems, Microsoft O365, Azure Active Directory, AD Connect, Windows PowerShell Scripting
• Proven experience in production environments / critical operations


Languages: Fluent English both written and spoken mandatory
Other skills and competencies:

- On call duty expected
- Strong Service oriented attitude
- Effective Communication - Excellent communication, analytical and report-writing skills.
- Strong commitment and ability to work under pressure
- Flexibility, ability to manage a demanding, and changing workload.
- Able to demonstrate the ability to undertake the above responsibilities
- Self-motivation and able to take responsibility
- Able to manage and prioritize tasks and time efficiently
- Experience with Global environments
- Availability to work out of business hours when necessary
- Flexibility for business travel
• English (Fluent)
Master degree (or equivalent) in a related field

Main
Responsibilities
Along with the below listed responsibilities, the employee should conduct any other business related to the function as required by his supervisor.
Main accountabilities (Main Responsibilities):

Key accountabilities:
• Act as primary Advanced Level 2 support; incidents, request fulfillment, problems and changes
• Manage changes, new requirements of the solution(s)
• Develop and maintain technical documentation in support of the solution(s)
• Make proposals and provide information in order to support decision making concerning the solution
• Act as point of technical escalation for Level 1 issues/problems

More precisely, the role will cover but not be restricted to the following:
• Solution technical specifications/architecture and fit the application to business needs
• Provide technical support and guidance to others - if need be: perform some level of software development activities (design, code, build, test) for the following technologies: Active Directory, Azure AD, AD Connect, O365, Exchange, SMTP Mail Routing
• Create and maintain support, design, and architecture documentation, diagrams and communications
• Capacity planning and performance analysis to plan in order to identify areas where improvements can be made to increase efficiency and workability
• Performs assessments on the Directory Services environments and implements remediation as well as assuring the stability, security, and scalability of these environments
• Ensure support structure is on track collaborating with the Service Delivery Managers (KPIs)
• Maintain daily, weekly, monthly, quarterly solution KPIs
• Be the point of escalation for all technical service/solution issues
• Manage all regional changes/enhancement requests relative to service operations and specifically to services provided by the global solutions.
• Collaborate with peers, technicians and service providers to harmonize the services and solutions
• Interfaces with the Service Desk and Level 1 & 2 support in order to resolve outstanding issues; is the point of escalation
• Ensure that the Wintel/AD services meet specifications and are compliant with quality standards defined
• Schedule and supervise all maintenance and installation work, including major configuration changes and upgrades
• Liaison with all service vendors like Microsoft for management and support of infrastructures
• Work closely with own other infrastructure team members to ensure the backup needs.
• Ensure that all mains components in the scope are monitored and if not make sure that the proper monitoring will be in place
• Ensure inventories/CMDB are accurate for the scope
• Facilitate and implement automation as possible
• Take corrective/proactive actions whenever required
• Proactively drive opportunity for standardization, simplification and improvement in the environment
• Execute and coordinate general housekeeping activities
• Follow up internal and external audit requests

    Experiences
    Technical knowledge:
    • Must have professional experience using Windows Server 2012/2016 as well as knowledgeable in Active Directory, DNS, LDAP, AD Connect, and Azure AD
    • AD services (AD, Computer, DC, group membership, GPO, DNS, DHCP, sites and services, organizational units, trust and user management), ADFS, AD CS, Dirsync / AdConnect, AGPM
    • Experience in installing Windows environments with manually and automated on physical and virtual environments.
    • Experience writing scripts with a scripting language
    • Familiarity with DevOps and ITIL processes
    • Handle remote troubleshooting equipment’s
    • PowerShell Scripting
    • Microsoft Server and other Server, Citrix certification (as nice to have)
    • Infrastructure as Code management (as nice to have)
    o Tools: Azure ARM, Packer, Jfrog Artifactory, Chocolatey
    o Management Tools: Azure DevOps, Gitlab

    The following are the preferred qualifications:
    - MCSA: Windows Server 2016
    - MCA: Azure Administrator
    - MCSA: Office 365

    Experience (including number of years):
    • Minimum 5+ years of working experience in planning, designing, deploying, managing/troubleshooting Active Directory on Windows Server (2012, 2016) systems, Microsoft O365, Azure Active Directory, AD Connect, Windows PowerShell Scripting
    • Proven experience in production environments / critical operations


    Languages: Fluent English both written and spoken mandatory

      Skills
      Other skills and competencies:

      - On call duty expected
      - Strong Service oriented attitude
      - Effective Communication - Excellent communication, analytical and report-writing skills.
      - Strong commitment and ability to work under pressure
      - Flexibility, ability to manage a demanding, and changing workload.
      - Able to demonstrate the ability to undertake the above responsibilities
      - Self-motivation and able to take responsibility
      - Able to manage and prioritize tasks and time efficiently
      - Experience with Global environments
      - Availability to work out of business hours when necessary
      - Flexibility for business travel

        Required
        Languages
        • English (Fluent)

        Required
        Education
        Master degree (or equivalent) in a related field

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