Digital Managed Services Support Engineer (Servers/CI/HCI)

Injazat, a G42 company, empowers organizations to optimize their business goals utilizing cloud and emerging technology solutions (Digital Transformation, Cloud, and Cyber Security.), by co-creating transformational digital platforms and services through public-private partnerships (PPP). Partners include Oracle, Microsoft, ServiceNow, etc.
Injazat is a National Technology Champion, offering end-to-end digital solutions through partnerships with our clients to build digital businesses focused on great experience and outcomes. From Abu Dhabi, Injazat orchestrates a wide ecosystem that brings technical design, human design, and business design together to create digital solutions and businesses that advance communities and delight those living in them. Injazat is an industry-recognized market leader in the region for Digital Transformation, Cloud, and Cyber Security.

JOB OBJECTIVE

Implement and manage the enterprise Servers and HCI infrastructure in accordance with industry best practices and security guidelines. Assists in the development of strategy and architecture, and performs product/service evaluations

KEY ACCOUNTABILITIES

• Deployment and management of Server Hardware (Chassis, Blades and rack Servers) with Hypervisors and Windows/Linux OS


• Implement and manage virtual environments that include Nutanix, VxRail and other hypervisors with VMware, Acropolis and Hyper-V


• Ensuring the customer's Servers and HCI solution is configured and technically deployed to specification, accurately, and on-time


• Develop and maintain low level designs, system diagrams, systems installation configuration & guides, support procedures, test plans and runbook


• Develop migration planning, preparations, and cutover activities with internal and external teams


• Perform Infrastructure assessments and deliver due diligence reports


• Develop, document, and implement Disaster Recovery Plan and execute DR drills


• Install infrastructure application patches/fixes and plan/perform upgrades


• Perform advanced problem determination and root-cause-analysis


• Plan and execute the Injazat Operation Readiness process for Infrastructure projects for transition into production support


• Act as Technical leads to 3rd party vendors to ensure technical assurance and adherence to Injazat quality standards


• To provide on-call support for Servers and HCI infrastructures on a rotating 24/7 schedule


• Ensures maximum performance by assessing system performance, making recommendations, and taking appropriate measures


• Implement remote management and lifecycle processes for installed systems


• Develop deployment scripts/processes for installing new servers


• Providing excellent technical support and expertise in all aspects of servers and HCI solutions, ensuring that all customer SLA's are met or exceeded


• Provides research, analysis, recommendations, and implementation of innovative technologies, standards, processes, tools, and techniques.


• Developing a disaster recovery plan and implementing HCI and Server services accordingly


• Configures and installs firmware/software/hardware for enterprise-wide systems, making sure patching levels and bug handling follow vendor/corporate recommendations.


• Perform configurations, monitoring, health checks, and general troubleshooting


• Analyzes solutions, defines challenges and problems, identifies alternatives, and takes timely decisions


• Engage in process improvement initiatives related to Operations delivery


• Research and follow up on new technologies in the server and HCI industries.


• Maintains Injazat's standards and change management processes for all devices

Build Knowledge Repositories

• Ensure new knowledge is captured and shared


• Serve as a subject matter expert (SME)


• Share knowledge and enter data into knowledge repositories and build/harvest/leverage/re-use knowledge.

Project Management

• Participate in supporting the project scope, gather client requirements, manage/align resources, manage communications


• Identify project tasks/activities and develop project schedules.



• Collaborate with team members and project stakeholders


• Effectively communicate project objectives and goals


• Complete project activities on time, within budget and within scope

Implementation of Products/Solutions With Clients

• Develop implementation plans


• Create accurate operating procedures , support instructions, and operational/system documentation


• Solicit feedback from client on quality of product/solution

Increase Client Satisfaction

• Solve problems quickly, effectively communicate solutions and associated risks


• Manage expectations and meet deadlines

Maintain recoverability as per target

• Maintain utilization rates as per target


• Ensure that Injazat Operation Readiness Process for Infrastructure projects is planned and executed to transition projects into support. OR activities are within the baseline project schedule and OR is accepted into operations constrained within the scope of the project.

• Develop Low Level Designs and Implement Systems following Injazat Standard Builds and Security compliances.


• Obtain positive project references from clients. (e.g) Emails from Client, Reference letters signed from clients and Case studies completed with clients


• Support establishment of new solutions and services.


• Gain skills and experience to implement emerging technologies, gain new certifications and support partnership requirements.

Budgets and Plans

• Assist in preparing & presenting the function's budget and monitor financial performance of the department to provide management with visibility of forecast cost and revenues, areas of underperformance and opportunities to improve.

Safety, Quality & Environment, Facility Management

• Ensure compliance to all relevant safety, quality and environmental management policies, procedures, and controls across the section to guarantee employee safety, legislative compliance, and a responsible environmental attitude.

Continuous Improvement

• Motivate the team and identify opportunities to take part in change initiatives, programs and projects that reflect international best practices and enhance productivity & profitability.


• Contribute to the identification of opportunities for continuous improvement of accounting processes and practices, keeping an eye on international best practices, improvement of business processes, cost reduction and productivity improvement.

Policies, Processes & Procedures

• Recommend improvements to departmental policy and direct the implementation of procedures and controls so that all relevant procedural/legislative requirements are fulfilled while delivering a quality, cost-effective service to customers


• Coordinate with the Manager to implement improvements to departmental policy and direct the implementation of procedures and controls covering all areas of General Service's activity so that all relevant procedural/legislative requirements are fulfilled while delivering a quality, cost-effective service to customers.

COMMUNICATIONS & WORKING RELATIONSHIPS

Internal

• Digital Managed Services Delivery Lead



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  Technical Implementation Engineers


• Product/Build Solutions Specialists and Leads


• Technical Architects


• Project Managers


• Digital Managed Services Delivery Teams

External

• Clients


• Vendors


• Service Providers

QUALIFICATIONS, EXPERIENCE, SKILLS & COMPETENCIES

Minimum Qualifications:

• Bachelor's degree or equivalent in Computer Science or a related field or equivalent work experience


• Certification from Servers and HCI hardware vendors such as Dell, HP, Nutanix etc,


• ITIL foundation certification

Minimum Experience :

• At least 8+ years experience as a Managed Services Support Engineer relevant to Servers and HCI stream.


• Extensive hands-on experience with HP, Dell and Nutanix branded server and blade hardware


• Expert Knowledge of virtualization environment including hypervisors and HCI Systems (VxRail & Nutanix preferred)


• Knowledge of hardware components and hardware troubleshooting procedures


• Experience with Infrastructure as Code (Terraform preferred)


• Understanding of cloud computing architecture, technical design, and implementations, including IaaS, PaaS and SaaS delivery models


• Working knowledge Business continuity and disaster recovery development and testing


• Knowledge of security hardening and system performance tuning


• Diverse in-depth technical knowledge and appreciation of Windows Servers, Hypervisors, Storage, SANs and Cloud Solutions


• Has a solid understanding of server patching methodologies and vulnerabilities


• Knowledge and experience in a large environment, including

Job-Specific Skills:

• In depth knowledge of Server and HCI systems and processes, network infrastructure, data architecture, data processes, and protocols


• Understanding of high availability configurations, DR, and backup solutions for Cloud services


• Understanding of monitoring and alerting within enterprise environments


• Displays expertise and understanding of Infrastructure as code, automation, and orchestration


• Must be aware of Project Management and ITIL frameworks


• Solve problems quickly, effectively communicate solutions and associated risks


• Ability to clearly articulate concepts to people with varying technical background


• Recommend appropriate technology for tool selection


• Exposure to the data centre activities such as racking, cabling and labelling of physical servers