Context Halian is currently looking for a Windows Team Leader able to establish the provision of a service to clients ensuring that their IT infrastructure and systems remains operational (through proactively identifying, investigating and resolving technical incidents and problems), to restore service to clients (by managing incidents to resolution) and to insure zero missed service level agreement conditions and the achievement of client satisfaction (through assisting with the planning, building and supporting of technology solutions) by focusing on ensuring all lines of support for complex incidents, requests, events and / or problems through effective management and leadership of a team of operations Engineers.
Your tasks Help Project Managers to define and execute projects in time, by respecting deadlines Ensure that assigned infrastructure at the client site is configured, installed, tested and operational Perform necessary checks, apply monitoring tools and respond to alerts Take responsibility that the software is installed and configured according to client requirements Identify problems, events, incidents and errors prior to or when they occur Log all incidents in a timely manner with the required level of detail with all the necessary stakeholders are done Liaise with all stakeholders (including client IT environments, vendors, carriers and colleagues) to expedite diagnosis of errors, events, incidents, requests and problems and to identify a resolution Investigate all line support calls and identifies the root cause of incidents, events and problems to ensure proactive future management Effective and comprehensive resolution of incidents, problems, events and requests, making sure that repairs are carried out by coordinating product requests and liaising with other team members Report and escalate issues to 3rd party vendors if necessary Take full ownership for managing the incident, request, event and / or problem to resolution within the services level conditions Escalate complex requests and expectations to the next line of support Provide continuous feedback to Service Operation Manager and affected parties and update all systems and / or portals as prescribed by procedures Ensure adherence to customer requirements and service level agreements and related processes Incident, problem, event and request management Take responsibility for receiving calls and incidents, problems, requests and events at his own operational team Assist in analysing and escalating the support calls Identify the problem, incident and document the actions required, identifying and selecting the appropriate solutions, including the development of a workaround plan Ensure the implementation of a resolution and recovery, ensuring compliance to the relevant processes and within service level agreements Ensure update incidents, requests, problems and / or events with progress and resolution details by his team Make sure that work shifts follow the required handover procedures for shift changes to ensure service continuity Complete and mantain any shift handover schedules Ensure the accurate and efficient allocation of resources to project and operational services Act as people manager to a team of operational Engineers, taking responsibility for the operational management of the team, creating and executing plans and reporting on team activities in the required forums Ensure that the whole team reporting to are engaged and understand their positions, by taking responsibility for the training and development of the team members Produce breach and other reports that are necessary for the correct operation of processes Identify failures and short-
comings in the current processes and escalate with recommendations Communicate well and capture all pertinent details when required will contribute to their success Key accountabilities Act as Team Lead, manage and coordinate Service Improvement initiatives, change management and provide guidance to the team as appropriate Administration, technical support for the Windows Server environment, including 3rd party and Microsoft applications (Windows Server 2008 R2 , 2012 R2, 2016, SCOM, SCCM, Orchestrator, McAfee) Manage a team of technical individuals Manage goals and objectives, ensure mentoring and assistance in meeting Participate in and manage technical project work Own, identify, diagnose and manage issues to resolution Proactively manage and coordinate service improvement initiatives DR / BCP testing Change Management Monitor and report of the server environment and SLAs Installation planning and co-
ordination Priority management Activity report management Incident / Request / Problem follow-up Coordination and integration with other parts of the organization Escalation management Ensure pro-
active evolution & optimization of service delivery organization, methods and tools Skills and Experience Extensive experience with Microsoft Windows Server technologies (2008 R2, 2012 R2, 2016) Extensive experience with System Center products (SCOM / SCCM) Solid understanding of WAN / LAN technologies and principles, Storage and Database systems (especially Microsoft SQL) Strong scripting knowledge (PowerShell) Good knowledge of Active Directory and its services (DHCP, DNS, GPO) Good networking knowledge and understanding of Firewall rules concepts 5+ years of experience in a Windows mid to big size infrastructure You own an A level + 2 years or equivalent level through experience and professional training You possess the ability and willingness to quickly learn new technologies, capable of self-
study Structured, process minded and able to maintain the high level overview You are fluent in English, at least B2 Level (French is an asset) You can work independently and can manage your time Eager to work in a dynamic multi-
national environment with a strong customer focus Proven ability to lead a technical team Service oriented Disposition to take responsibility Ability to work under pressure and to tight deadlines Organised with good attention to detail Structured and methodical problem solving Strong communication skills and flexible team player Details Location : Luxembourg Start Date : ASAP Type of contract : FTE