MetLife

Position Title, Responsibility Level

 TL/AM- IT Server Platform

Function

 IT

 Reports to 

 Service Delivery Leader

 Permanent/ Temporary

 Permanent

Span of Control

 2-3 Vendor resources

Location 

 HYDERABAD

Basic Function

 * Responsible for managing the IT Server operations for Hyd Site
 * Responsible for Operations, Incident and Problem Management for Server Domain  
 * This position will be the primary lead for all Hyd business support activities on server platform , interacting with business, vendors and IT teams in India & US.
 * Monitors overall server platform performance, including accountability for problem identification and escalation

Essential Functions

 * Provides technical guidance and consults with vendors and other systems support units to identify and resolve complex problems within business committed SLA’s
* L3 Escalation point for end user computing issues (Software/Hardware) from engineering perspective
* Understanding of Active Directory configuration, setup and other routine tasks
* Coordinating with core team for troubleshooting/installation related to antivirus server, DC, DNS and DHCP>
 * Good understanding of messaging architecture fundamentals (MS Exchange)
 * Hands on experience for administrating

 ·       Storage devices (Dell EMC NAS, SAN etc), 

 ·       Backup solution (Rubrik)

 ·       Virtual Environment (VM ware)

 ·       Server hardware & RAID configuration  

 ·       Database clustering ( SQL)

 * Insure that problems and changes are properly documented, support groups notified, and issues resolved to prevent production impact to MetLife
 * Ensure timely closure of Annual Budgeting, Monthly Accrual’s to budget and define service level agreements with business partners
* Coordinate for Blackberry/smart devices configuration with US/India team
 * Create and maintain documentation related to ISO 27001/ISO 20000
 * Work on Citrix and Azure VDI related issues

Primary Internal Interactions

 ·       Act as a SPOC for all internal & external audit and audit related requirements
 * Work with IT procurement team to provide inputs related to server platform related procurement

Primary External Interactions

 * Monthly / quarterly performance reviews with vendors, who are providing technical / hardware support to MetLife

Skills

Technical Skills

 * ITIL, MCSE/MCSA
 * Preferably VMware certified
 * Proficiency in MS-Visio, Project, PowerPoint and excel
 * Citrix VDI

 Process Specific Skills

 Soft Skills (Mandatory)
 * Excellent verbal and written communication skills ( English and Spanish)
 * Understands how BPO operations are run and maintained
 * Good negotiation and convincing skills

 Soft skills (Desired)

Education Requirements

 * B.E/B.Tech or equivalent course in IT 

Work Experience Requirements

 * 6-7 years of experience with 3-4 in BPO/ITES environment
 * Open for working  in shifts aligned with US/India

 Annexures: 

 MetLife Core Values:

 The employee should adhere to MetLife Core values:
 * Be the Best
 * Succeed Together
 * Put Customers First
 * Make Things Easier