Responsibilities
- Ensures that email infrastructure at the client site is configured, installed, tested, and operational
- Performs necessary checks, apply monitoring tools and respond to alerts
- Identifies problems and errors prior to or when it occurs and logs all such incidents in a timely manner with the required level of detail
- Assists in analysing, assigning, and escalating support calls
- Investigates third line support calls assigned and identify the root cause of incidents and problems
- Reports and escalates issues to 3rd party vendors if necessary
- Provides continuous feedback to clients and affected parties and update all systems and/or portals
- Proactively identifies opportunities for work optimization including opportunities for automation of work
- Coaches L2 teams for advance technical troubleshooting and behavioural skills
- May manage and implement projects within technology domain, delivering effectively and promptly per client agreed upon requirements and timelines
- May work on implementing and delivering Disaster Recovery functions and tests
Requirements
- Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience)
- Certifications relevant to mail hygiene security such as Cisco email security or equivalent
- Minimum 5 years IT experience with 2 years experience in supporting large scale email security environment.
- Seasoned working knowledge of ITIL processes
- Seasoned experience working with vendors and/or 3rd parties