A Lead Systems Engineer is responsible for the technical administration and support of systems, ensuring efficient operation and resolution of incidents. This role involves collaboration with IT teams, vendor management, and the development of documentation and processes to optimize system performance.
This role involves leveraging experience in designing, developing, implementing, and maintaining processes and documentation to ensure best use of system capability. This role collaborates with various IT teams on system engineering best practice within the area of technology, whilst managing system incidents, escalations, and resolutions. Ensuring vendors efficiently deliver on system installation, upgrades, and incident resolutions as per agreed service levels and quality standards.
Provide efficient technical administration and support expertise for system upgrades, change requests, improvements, fixes and overall structure and operations. Coordinate and perform change assessments, attend to change control boards, provide, or perform required change documentation and procedures. Plan and coordinate installation, upgrades, configuration, development and testing of system and relevant technology to ensure overall stability and reliability of the system. Coordinate and drive the creation, updating of system documentation and or standard operating procedures.Incident and Vendor Management: Provide expert level technical support, manage, and ensure resolution of all logged incidents/problems within the area of technology according to agreed Service Level Agreement (SLA) and quality standards. Ensure that all incidents are logged to various vendors and 3rd parties, and ensure vendors provide relative feedback on all stages of the query resolution as per the agreed SLA. Responsible for managing and coordinating 3rd party or technology partner/vendor technical support activities on installations, upgrades or to resolve escalated incidents.Provide technical GK system training to IT Field Support Engineering teams as and when required
SYSTEMS ENGINEERING TECHNICAL SUPPORT VENDOR MANAGEMENT DOCUMENTATION CHANGE MANAGEMENT
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Lead Systems EngineerThis role involves designing, developing, implementing, and maintaining processes and documentation for optimal system utilization. The Lead Systems Engineer collaborates with IT teams, promotes system engineering best practices, manages incidents, escalations, and resolutions, and ensures vendors meet service level agreements and quality standards. Responsibilities include technical administration, change management, system upgrades, documentation creation, and incident/vendor management.
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