Key Responsibilities and Specific Accountabilities:
Objectives:
• Deliver high quality IT service policies for SQL Database services within private cloud for applications
• Support local IT â€" IS teams as SME for SQL Database services to Improve efficiency of IT Services
Define health check processes for production databases within cloud and high availability clustering support
• Deliver high availability IT services configurations across multiple cloud sites and lead Major Incident responses, as relevant
• Ensure improved customer satisfaction and continual service improvement
• Support IT Services becoming a valued partner to the business
• Drive forward a proactive approach with virtualization based on HyperV and VMware in the team to support the business by offering critical support services
• Execute and provide input for continuous improvement within the defined ITIL service processes for the support of Weir Cloud infrastructure systems. Working in a team environment with following components including Citrix VDI, Server, Storage, Network Management, Network Security, Automation / Service Center tools, Collaboration, and Service Operations
• Completes projects assigned to the IT Services team by coordinating resources and timetables with other teams and the business
• Manage assigned incoming Incident, Problem, Change, and Service Requests, scheduling work to deliver against timescales, and set expectations with requestors, keeping them informed of progress
• Analyze, prioritize and solve incidents and problems raised via our internal service desks within the business units based upon established business priorities and providing SME direction for Automation improvements with the cloud operations team.
• Additional duties, as required
Measurements:
• Resolution of Incidents and Service Requests within agreed Service Levels
• Platform and Service Availability within agreed targets
• Track available database / compute capacity for cloud
• Delivery of Project/Change Commitments to agreed timescales
• Success of approved, scheduled change and release management
• Customer satisfaction levels at or above established targets
• Eradication of problems at root cause
Job Knowledge / Education and Qualifications
Education and/or Experience:
• Technical Service Delivery role in a distributed Service Delivery model
preferably global footprint.
• Working within matrix relationships to deliver excellent service, within a federated environment.
• Maintains a positive attitude and conveys this to the team and other
technical organizations within Weir.
• Work as a team to develop solutions to business problems and communicate effectively decisions related to changes
• Bachelor’s degree in computer sciences or information management
with the following related experience and / or training; or equivalent
combination of education and experience:
o Experience with Microsoft Private and Public Cloud
o Windows SQL Server 2012 and 2014 and other versions with HyperV and VMware ESX
o Knowledge of SQL clustering support and Always-On.
o ITIL v3 service processes
o Data Center operations with virtualization
Language and People Skills:
o English required
o Excellent interpersonal skills, with strong ability to influence positive change.
o Liaison by formal and informal means with staff of all levels.
o Builds lasting working relationships and shows consideration for colleagues.
Mathematical:
Ability for analytical understanding of statistical trending information to continually improve delivery of services and customer experience
Reasoning Ability:
o Logical reasoning for information technology, proactive, accountability
for service improvements, with the ability to quickly translate requests
or problems into appropriate actions and solutions.
o Ability to approach problems from a different perspective to identify innovative solutions.
o Ability to identify trends of issues and propose innovative solutions.
Computer Skills - 6 or more years:
Microsoft SQL Server 2008, 2012, and 2014
SQL maintenance and performance tuning processes
SQL Clustering and Always On
SQL Server monitoring and alerting
Data Protection, Disaster Recovery, and archival processes
Hyper-V with Windows 2012 R2 server with Hyper-V Replica
Microsoft Windows 2003, 2008, 2012
Systems Center
Microsoft System Center tool suite
SQL Server Insight
Windows Azure Pack/Stackâ€" is a plus
Oracle, MySQL â€" is a plus
Certificates, Licenses, Registrations:
o IT Infrastructure Library (ITIL) v3 accreditation.
o Relevant and Current Operating System and Network Technology
qualifications
Physical Demands:
Work Environment:
Required to work in an office environment. Occasionally required to work in Data Centre and Communications Rooms. Some travel may be required.
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