Svcs Service Delivery Level D Job

If you join Accenture you can make great ideas happen for some of the world's most dynamic companies. With broad global resources and deep technical know-how, we collaborate with clients to cultivate ideas and deliver results. Choose a career at Accenture and enjoy an innovative environment where challenging and interesting work is part of daily life.

Accenture's Services workforce is a dedicated team of people who work on outsourcing engagements. These are long-term partnerships with clients for whom we manage and provide increasingly specialised business operations, such as finance and accounting, IT, applications development and maintenance, help desk services, and HR. We not only maintain key business functions for clients, we constantly seek to improve them to help our clients move ahead of the competition.

Job Description

OBJECTIVE OF POSITION

·Monitor, maintain and manage Servers and Infrastructure services operating on those servers. Infrastructure services include: Anti-virus systems, Databases, Active Directory, Exchange Mail, File services, Terminal Services, KoFAX Scanning and web servers.

·Ensure that the servers are designed appropriately based on Availability and Capacity plans i.e. with appropriate performance and up-time applicable for the Service Level Agreements.

·Participate in design, implementation and enhancement of servers and Infrastructure services set-up and configuration.

MAIN TASKS

·Review information, incidents, problems and analysis collected and escalated by the Infrastructure Help Desk team. Perform additional analysis of incidents and problems. Resolve the incidents and problems.

·Provide customer focus by ensuring that Server Management services are delivered to meet customer business needs and expectations.

·Operate server software configurations in accordance with Client's standards and procedures.

·Work with local companies to ensure that server equipment standards are adopted, implemented and maintained appropriately.

·Escalate incidents and problems, as necessary, to the appropriate team, Site IT Delivery or vendor, while actively retaining ownership of the incident on behalf of the customer.

·Manage third parties working on server maintenance/enhancements to ensure that effective 3rd party service is being delivered.

·Monitor server and infrastructure services. Recommend and implement appropriate actions to determine and resolve system problems. Develop an availability and capacity plan.

·Establish strong working relationships and understanding between the Server Management team members, Infrastructure Help Desk team and other support teams.

·Notify users of resolutions.

·Be aware of service interruptions.

·Ensure appropriate levels of spares are maintained across the business.

·Seek opportunities, develop and maintain knowledge. Receptive to performance and developmental feedback.

·Assist with planning, design and optimization of server and infrastructure services, while ensuring that change control procedures are followed.

·Evaluate server change requests, patches and upgrades. Coordinate implementation of approved change requests. Ensure the integrity and performance of the server.

·Carry out server performance tuning to ensure agreed service levels are met.

·Assist with trials of new infrastructure services, architectures and solutions.

·Provide technical consultancy on server hardware/software to the business.

·Monitor server and infrastructure services. Manage the event log and take remedial action.

·Prepare capacity and availability trends and reports for analysis.

·Design and implement housekeeping routines. Monitor system and infrastructure service logs.

·Ensure that back-up operations are executed and completed. Ensure the integrity of back-up operations periodically. Restore from back-up as required.

·Design and implement batch job management routines. Ensure that batch jobs are scheduled optimally. Manage failed batch jobs.

·Design and implement print queue management routines.

·Administer and manage user accounts, Active Directory accounts, email accounts, VPN accounts, Internet accounts, and authorization roles.

·Design and implement housekeeping routines for user IDs and authorizations.

·Support the Transition Manager in ensuring that all technical knowledge is captured. Identify and manage gaps in the Regional design. Ensure that the service delivery and operations team is fully trained to support the application. Perform job shadowing and go-live preparations.

·Maintains an understanding of customer Service Level Agreements.

·Deliver support and change requests within agreed service levels and budgetary guidelines defined in the Client's IT Service Level Agreement.

·Develop, implement, maintain, and ensure adherence to CSC IT support procedures.

·Develop and implement operational continuous improvement, service efficiency initiatives, application improvement, and application rationalization to better serve Client'business needs.

·Help with regular reviews and analysis of Problem Management data to highlight causes of frequent or high impact failures and suggest preventative action.

·Enter common solutions into the knowledge database and train the Infrastructure Help Desk and Server Operations team to resolve these common issues.

·Share ideas and experience with team members and promote teamwork in problem resolution. Share best-practices and cross-train other team members in server management skills.

·Coordinate with the Site IT Delivery Teams to ensure delivery of Site-based Infrastructure support services.

Professional Skill Requirements

·
Proven ability to work independently and as a team member

·
Ability to be flexible and work analytically in a problem-solving environment

·
Excellent communication (written and oral) and interpersonal skills

·
Strong supervisory, coaching and project management skills

·
Must display professionalism and confidence

·
Excellent customer service skills

·
Proven global expertise and perspective; executive level presence and influence

·
Strong organizational, multi-tasking, and time-management skills

·
Excellent negotiation, influence, mediation and conflict management skills

·
Excellent business acumen and industry acumen

Our people are our most important asset and as such we are continuously expanding our capability programs to provide you with opportunities to build and extend your professional, technical/functional and management skills. Continuous learning takes place through a broad variety of opportunities and type of work. Access to the latest technological innovations and Accenture's knowledge and expertise constitute a superb platform for your professional development. Your learning program will be determined by the requirements of your specific role but will usually involve specialized skills as well as personal and leadership development. You will work with your supervisor to determine what skills you need and how to build them.

Job: Industry-Specific
Primary
Location: Malaysia-Kuala Lumpur
Organisation: Outsourcing for Accenture Clients (Services)
Schedule: Full-time