IT Projects and Operations Support

Company Description

SGS is the world's leading inspection, verification, testing and certification company. SGS is recognized as the global benchmark for quality and integrity. With more than 99,250 employees, SGS operates a network of over 2,700 offices and laboratories around the world.

Job Description

The IT Projects and Operations Support for IT Philippines will direct themselves and Desktop Support Engineers to ensure the right people are doing the right things at the right time. They balance and prioritize work to ensure service availability to our clients through team optimization, process adherence, re-training, etc.

• The IT Projects and Operations Support - Network, supervises and oversees the overall technology infrastructure, architecture, deployment, operations, and security of the site.
• Key area of responsibility is to ensure that network and telecommunication infrastructure of the organization is up and running and serve the requirements of business.
• Strong self-starting and self-organization abilities capable of successfully engaging in multiple initiatives both as an individual contributor and as a Supervisor;
• Drive continuous improvement across SGS IT Operations
• Responsible for Standard Operating Procedure adherence and update/review as necessary
• Responsible for Shift Operations and Capacity Planning (shift handoff, case reviews, cross support coordination, shift staffing/scheduling, productivity and skills assessment, etc.)
• Responsible for mentoring, coaching, and developing the Project and Desktop Support Engineers
• Responsible for resource allocation and prioritization of activities during shift
• Responsible and accountable for performance and professionalism of the shift
• Proactive performance management and employee feedback
• Drive compliance (training, certifications, and others as required)
• Responsible for supporting Major Incidents, escalations, and RCAs
• Participate in Problem and Change Management processes
• Responsible on maintaining local Switch, Servers, PABX/VoIP and all IT related equipment's
• Responsible and accountable for reporting and personnel issues to local IT Manager
• Accountable for escalating technical (tools) and facilities related incidents/issues
• Execute projects in accordance with the prescribed project delivery standards;
• Monitors ticketing system based on priority and ensures that all tickets are resolved within SLA;
• Monitor team development and ensure that tasks are delegated properly and efficiently;
• Be in the know of the latest technology and innovations to recommend to key stakeholders.
• Ensure the delivery of technology support functions including but not limited to:
• End user computing - Desktop/laptop support.
• Network and Telecom infrastructure;
• Workplace and Collaboration services
• Windows Server administration (Cloud and On-Prem Servers)
• SharePoint sites management.
• Robotic Process Automation (RPA)

Provide backup coverage to IT Manager

Complies with the Quality, Health and Safety, Environment and Energy (QHSEE) policies and supporting objectives

Qualifications

• Bachelor's degree in computer engineering, computer science, information technology or Equivalent work experience in the same field.
• Experienced IT Professional with Proven Track record and expertise in the field of IT Infrastructure, IT Service Management and System Administration.
• ITIL Certification (is a plus)
• Microsoft Certification (is a plus)
• Cisco Certification (is a plus)
• Project Management Certification (is a plus)

Additional Information

• Must have at least 5 years IT Supervisory experience
• Handled multiple IT Technology and Platform

• At least 5yrs of experience and administration on the following IT Infrastructure

• Cloud Technology (Azure, AWS)

• Windows Technology (Wintel)
• Servers (Windows, Linux)
• Networking
• Active Directory
• IT Security
• Project Management
• IT Inventory
• End Point
• Data Center