Job Description

Principal Accountabilities

• Helpdesk and Local Support:

o Ensure that locally assigned tickets are being handled based upon priorities and agreed SLA's and ensure that effective and appropriate level of support is provided to the AVEVA user base.
o Provide feedback on resolution of tickets and provide appropriate suggestions if improvements to existing processes are required.
o As an escalation point for incidents and requests that cannot be handled by standard or agreed processes.

• Budget:

o Aid in cost control and providing feedback on budget execution plans.
o Always approach each Service Request with an effective resolution that includes both technical and cost elements baked in.

• Strategies, Policies & Procedures:

o Implement and follow agreed IT policies and processes.

• Projects and Global Working:

o Ensure IT projects under direct control are completed within specification, to satisfactory quality, on time and within budget.
o Champion good process documentation and technical excellence is shown in concluding IT projects.
o Assist in successfully delivering projects to external clients whenever required.

Important Working Relationships

• Form, build and maintain relationships with internal users to understand their requirements and to ensure that a high level of service is provided and sustained.

• Work closely with all IT team members (IT Services, Infrastructure and Business Systems), as well as local business unit stakeholders to ensure tasks and projects are completed accurately, on time, within budget, and with a strong focus on high quality deliveries.

• Maintain relationships with external suppliers (and peers) to understand technological trends as well as assisting procurement to obtain competitive prices (with a high level of service) on said relevant technologies.

Knowledge, Skills & Experience Required

People Skills:

• Experienced in working as a senior member of an IT team and working together despite the disparate locations and cultures.
• Being able to recommend new ways of working (not necessarily related to a technical solution only) or processes to improve on the effectiveness of the local/global IT Team.
• Good in communication and able to translate ideas and technical processes into easily consumable action points for the AVEVA user base as and when appropriate.

Technical Skills:

The AVEVA technical strategy is for a Microsoft first approach supplemented by applications from other vendors to meet specific business needs. We expect the job holder to:

• Be strong in certain IT technical foundations and have a deep understanding on how these various technologies work and inter-relate.

o Desktop, Laptops Hardware
o Windows OS (server & client)
o O365
o SfB (client)
o Printers (print server & devices)
o AD Infrastructure
o IT Security fundamentals
o Virtualisation

The following are examples of technologies/certifications that would be advantageous to the background of the applicant:

Operating system - Windows clients OS, Microsoft Server OS, Hyper-V/VMWare.

Networking - LAN/WAN technologies (Wired and Wireless), Min basic knowledge on switches, router & Firewall HWs.

Hardware: Lenovo, Dell laptops, desktops, various make and models of Rack servers, Blade servers, Storage.

Other: Knowledge on ITIL process.

Project Management and Operational Excellence:

Have a track record in handling IT Projects:

• Able to turn user requirements into a list of technical specifications that deliver business benefit.
• Ensure and/or assist in the implementation so that it is done on time, within budget and to a satisfactory quality.
• Ensure that process documentation and hand-over exercises are done so that the solution can be operationally supported by the global IT Services teams
• Able to also provide feedback on operational handover requirements to ensure that operational excellence of the implemented solution can be maintained and refined.