IT Infrastructure Engineer

Karachi, Pakistan

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Posted 2 weeks ago

Do you want to help build a world-class institution from the region, experience the thrill of being part of a high-growth technology company, and improve people's lives?

 

There is only one way to build an awesome institution: to attract exceptionally talented people who are aligned with the mission of the organisation and make them partners in success. At Careem, our mission is to simplify & improve the lives of people, initially through solutions that make transportation in the region reliable, and over time, through disruptions in payments and logistics. In the process, we want to build an organisation that inspires and become a world-class institution from the region



The Infrastructure Engineer will be responsible to the Systems & Network Administration, Maintenance and support, change, incident and problem management of all Careem managed IT systems.
The Infrastructure Engineer will be responsible for the day to day running of the infrastructure, incident management and the ongoing design and implementation of Infrastructure changes and enhancements, working closely with Senior Infrastructure engineers and lead.

This role will therefore include responsibility for:


Key Objectives and Responsibilities:

The role of IT infrastructure engineer is to deploy support and administrate IT infrastructure services and systems, voice and data network, monitor and maintain databases and end to end support communication capabilities (LAN & WAN).
Document and maintain policies and procedures, ensuring projects are completed within budget guidelines and maintain best practices.
Providing 1st and 2nd line support to all the IT systems and services provided and used by CAREEM.

Provide 1st, 2nd and 3rd line of support to end user desktop computing environment/Systems Provisioning, support and maintenance of Mobile devices as per to company’s guidelines.

Providing end user technical support, ensure all service requests, incidents and change requests are logged and tracked via the ITSM tool (Jira) and relevant processes are followed at all times.

Working on escalated Incidents from the IT Service Desk and ensure that Incidents are updated daily with meaningful updates, quality and troubleshooting steps performed. Ensure that incidents are resolved within the set SLA’s.

To be responsible for changes affecting the IT infrastructure and that such changes take place in a controlled and auditable manner.
The Infrastructure engineer is also required to ensure continuous improvement and will be responsible for infrastructure projects.
Keeping up to date with latest technology changes and industry practices
Documentation of CAREEM network infrastructure (HW/SW inventory, network documentations, etc.)

Management of incidents to ensure rapid resolution. Including:
Root cause analysis. Managing incidents to ensure all avenues are explored
Weighing up possible solutions and associated risk.


KEY RESPONSIBILITIES
Administration

Monitoring and reporting on IT Services
Maintain update to infrastructure systems and services inventory
Providing 24x7 second-line support and support escalation services
Resolution of production incidents and underlying causes
Accepting new systems or changes as fit for release
Running Infrastructure and Application Projects as required
Planning and executing the deployment off application developments into Production
Participate in Departmental planning and strategy sessions as required
Liaising with Sales and Customer teams as necessary during project lifecycle and production operation.
Conducting Service Reviews with internal teams and suppliers
Liaison with 3rd party suppliers
Management of incidents to ensure rapid resolution. Including:
Root cause analysis
Ensuring necessary communication is sent to relevant parties
Weighing up possible solutions and associated risk
Ensuring completion of follow up actions
Design/Review of all infrastructure changes
Provision of escalation on-call support
Maintaining disaster recovery plans and executing regular testing
Tracking and resolution of single points of failure within the infrastructure
Assisting project streams on infrastructure changes

Communication
Effectively communicates relevant project information to superiors.
Delivers engaging, informative and well-organized presentations.
Resolves and/or escalates issues in a timely fashion.
Understands how to communicate difficult/sensitive information tactfully.

Technical Knowledge
Must have knowledge and experience of Datacenter management , Windows client server based operating systems, Exchange Server, Unified communication family suites, LANs, WANs, Virtualization,TCP/IP protocol stack, Routing, SANs, SQL Server, network design, firewalls, Active Directory, Group Policy, 2 Factor authentication, encryption technologies, system monitoring and management.
Expose to VMware ESX and vCenter 4.x and all major virtualization infrastructure solutions. Exposure to Open Source technologies including Linux and
VoIP telephony systems, and strong understanding of voice infrastructures
IT security tools and techniques, Good working Knowledge of Information Governance and its application within IT. Possesses general understanding in the areas of application programming, database and system design.


QUALIFICATIONS AND EXPERIENCE
Qualifications:
Degree in computer science or similar discipline.

Desired Certifications:
Network + , CCNA, CCNP
MCITP
Security +
ITIL
Desired Skills:
Experience working within the industry is desirable
MDM (Mobile devices management)
Virtualization, VMWare, AWS
LANs, WANs, TCP/IP protocol stack, Routing
Managing heterogeneous network environments


Experience:

Technical Competencies:
Must have knowledge and experience of Datacenter management , Windows client server based operating systems, Exchange Server, Unified communication family suites, LANs, WANs, Virtualization,TCP/IP protocol stack, Routing, SANs, SQL Server, network design, firewalls, Active Directory, Group Policy, 2 Factor authentication, encryption technologies, system monitoring and management, MDM solutions (AirWatch, GSuite) and EDR tools.
Expose to VMware ESX and vCenter and all major virtualization infrastructure solutions. Exposure to Open Source technologies and cloud based IDP (OKTA or similar)
Customer interaction OMNI channel platforms (Genesys, VoIP systems), and strong understanding of voice infrastructures
IT security tools and techniques, Good working Knowledge of Information Governance and its application within IT. Possesses general understanding in the areas of application programming, database and system design.


Key competencies required for the role:


Communication skills

Effectively communicates relevant project information to superiors.
Delivers engaging, informative and well-organized presentations.
Resolves and/or escalates issues in a timely fashion.
Understands how to communicate difficult/sensitive information tactfully.


Team skills

Manages day-to day Sponsor and User interaction and expectations
Consistently acknowledges and appreciates each team member's contributions.
Effectively work with cross departments.
Suggests areas for improvement in internal processes along with possible solutions.
Keeps track of Lessons Learned and shares those lessons with team members.

Problem Solving

Combine patience, determination, and persistence to troubleshoot issues
Dynamic, results-oriented problem solver
Easily understand, investigate and solve technical problems in a details driven attitude
Skilled at evaluating options and generating solutions
Strong problem-solving and analytical skills
Troubleshooting equipment or situations

Suggests areas for improvement in internal processes along with possible solutions.

 

 

Job tags: AWS Jira Linux Network design Open source SQL Virtualization VMware Windows
Job region(s): Asia/Pacific
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