Job Description

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

• 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

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