MS Exchange/SharePoint Administrator - 2nd/3rd level support - German and English language
Job ID ITD-0391835 Job type Full-time Regular
Work country Czech Republic Position type Professional
Work city Brno Posted 13-May-2013
Travel No travel Job area IT & Telecommunications (non consulting)
Business group SO Delivery Job category IT Specialist
Business unit ServSysOps Job role Systems Management Specialist
Job role skillset Microsoft Exchange Server
Commissionable/Sales-Incentive jobs only No
Delivery Analyst / GDF Focal Point
At this moment we are looking for new Delivery Analyst / GDF Focal Point to support our customers.
We have an informal atmosphere and strive to ensure that every day is both fun and developing for each team member. Our team would like to be a team that attracts and retains the best and the brightest in our area. In order to ensure this happens, we have a number of ongoing activities that will help us grow and develop our team together.
We are offering a lot of flexibility and autonomy, high compensation and broad technical environment, but also expecting high performance and dedication.
Analyze assigned defects experienced by accounts in the pools, to drive quality improvement. Apply defect prevention methodology across accounts within a location/center through the application of root cause analysis (RCA) and other technical methods in collaboration with account SMEs, technical SMEs and or green Team members (e.g. a team of DA’s outside the service line but work with the service line). Review solutions to ensure full root cause is identified and the solutions are scalable across accounts, pools and geographies.
Primary Job Responsibilities:
Creates broadly applicable solutions that are used by Administrators for process improvements in handling reoccurring problems (across accounts, pools, locations). Ensures solutions are applied to all appropriate configurations.
Directs RCA and process standardization across accounts by preparing, batching, and assigning incident reports and trouble tickets that occurred within a 90 days historic window period.
Creates broadly applicable solutions that are used by Administrators for process improvements in handling reoccurring problems (across accounts, pools, locations).
Ensures solutions are applied to all appropriate configurations. Conducts statistical analysis on quality metrics reports to ensure that they are within control limits.
Works with Green Team within the Service line to improve and change the QA / RCA process by seeing if any solutions can be implemented or applicable to other locations/centers.
Gathering and analyzing the Data for our pool on weekly basis and reporting the Metrics into the Visual Board+ Team room
Track SLA metrics.
Conducts statistical analysis on quality metrics reports to ensure that they are within control limits.
Prepares metric updates for executives. (Monthly reports/ Weekly reports to be created for Mark Taylor)
Meeting the team in the daily huddles
Preparation for GDF assessment
Minimum education: 2 year technical or associates degree in a relevant course of study (e.g. CIS computer information systems, CIT computer information technology)
Minimum experience: 1-2 years experience in process analysis tools, statistical software, performance behavior charts and spreadsheets, and knowledgeable on groupware desktop technology.
Preferred – experience in applying quality/process analysis in an IT services or manufacturing environment
* Bachelor's Degree
* At least 2 years experience in Microsoft Exchange
* English: Fluent
* Master's Degree
We would like to kindly ask you, for smoother processing of your application, to state in "Additional remarks" field earliest possible date you can join IBM Delivery Centre CE Brno site.
Please be aware we work in 24/7 shift environment (including nights, weekends and holidays).
IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.