Roles and Responsibility:<ul><li>Oversee work priorities to ensure assigned IT End-User Support activities and priorities are progressed within agreed service levels (Incidents, Changes and Service Requests).</li><li>Identify and exploit opportunities for automation and digitization of key processes and activities.</li><li>Manage the IT End-User Services Team.</li><li>Overseeing enterprise endpoint strategy:</li><li>Windows 10/11 lifecycle management</li><li>Image management and patching (SCCM/MECM/Intune)</li><li>Device compliance and governance</li><li>Manage mobile device ecosystem (MDM/MAM)</li><li>Strong understanding of: LAN/WAN, VPN, DNS, DHCP, Firewalls and proxy systems.</li><li>Ability to troubleshoot cross-domain issues (network + system + application)</li><li>Act as the Major Incident (MI) Manager in the event of any MI’s, ensuring appropriate resolver groups are engaged and informed (if required).</li><li>Provide support and guidance through the escalation process.</li><li>Work on and manage BAU activities and tasks, providing knowledge and support to other team members where required.</li><li>Provide training and mentoring to new hires.</li><li>Provide enhanced and expedited support to VIP and critical business users.</li><li>Management of operational continual improvement initiatives</li><li>Manage team escalations and support to resolve issues</li><li>Continue to challenge yourself and improve in all applicable technology areas to ensure you have appropriate knowledge and skills necessary to complete all assigned tasks and support the broader team.</li><li>Adhering to service management processes and standards. Ensuring excellent incident management to minimize business impact</li><li>Build and maintain effective and trusted relationships with colleagues, to aide IT support and the delivery of high standards of service.</li><li>Create, Deliver and maintain accurate reporting on End-User Services activities highlight successes and risk.</li><li>Create and update Knowledge Items and other relevant documentation</li></ul>Skills and Competencies<ul><li>8 - 10 Years of Experience in IT operations or IT Support Management or IT Infrastructure Management.</li><li>Graduation from B.E / B.Tech is preferred</li><li>Must have excellent communication and collaboration skills, with both internal and external stakeholders and Internal IT / Management</li><li>Strong leadership skills with the ability to motivate, coach and mentor staff</li><li>Excellent knowledge of Office 365 and MS Operating Systems</li><li>Use of and understanding of IT Tools, Active Directory, Azure AD and Exchange</li><li>Breadth of IT Support knowledge and demonstrable experience in support of PCs, Mobile Phones, or other User Technologies</li><li>Experience using ITSM tools such as ServiceNow</li><li>Proven ability to troubleshoot and resolve both hardware and software technical issues</li><li>An enthusiastic commitment to delivering and maintaining a positive End-User Experience.</li><li>An entrepreneurial spirit who can solve challenging problems, make a real impact in technology, and want to build something big</li><li>Excellent customer relations skills</li><li>Friendly and approachable with good customer service skills and able to communicate with colleagues who have varying IT knowledge</li><li>Well organized and able to priorities workload</li><li>Collaborative and community focused</li></ul>

Water &ndash; our most precious natural resource &ndash; is essential to how we live and thrive. At Aliaxis, we&rsquo;re dedicated to preserving every drop to contribute to a better world. Some 75% of our products are designed to distribute, treat or store water, and we&rsquo;re also actively pursuing the transition to clean energy. Our company provides communities around the world with sustainable innovative solutions for water and energy, leading the industry in a way that anticipates the rapidly evolving needs of its customers and of society.

Senior IT Infrastructure Engineer

About the Job

About the Company

Aliaxis

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