Assistant Manager - Information Systems - BFSI

The Information Systems Networking team (IS Net) resides within the Information Systems group and is responsible for the management, operations, maintenance, cloud technology and security for the IT infrastructure that supports the organization.

Key responsibilities include:

- Resolve Tier 2/3 technical support issues (related to servers, applications, networking, backups, security, etc.); escalating to vendor technical support where appropriate;

- Provide remote support;

- Provide mentoring and guidance to Tier 1 support analysts;

- Implement and operationalize new IT technology;

- Follow standardized operating procedures;

- Create new procedures for newly identified resolutions, and when otherwise appropriate;

- Maintain accurate documentation resolved issues, and systems information;

- Communicate ticket status and updates directly to end-users;

- Monitor and respond to security incidents and analyze alerts, logs, and threat cases;

- Analyze users reported security incidents;

- Identify improvement opportunities to reduce operational costs and increase efficiencies.

About You :

To be successful in this role, you will have the following skills & competencies

- Education - Degree or diploma in computer science field, or Information Management, or Information

Technology field.

Industry Knowledge :

- Previous experience providing Tier 2/3 technical support

- Experience with scripts, automation and reporting (PowerShell, Splunk, PowerBI, SSRS)

- Experience with design, implementation and support of Microsoft products (Endpoint Manager [SCCM+Intune], Office 365, Azure, client and server technologies, Security Center, Defender ATP);

- Experience with design, implementation and support of Citrix products (Virtual Desktop, Netscaler);

- Experience with design, implementation and support of network/security products (Cisco, Palo- Alto, Aruba, Netscout, SD- WAN, ...);

- Basic understanding of cyber security trends and threat landscape;

- Experience with virtualization (VMware and Hyper- V);

- Current Microsoft, Citrix, Palo Alto, VMware certifications