The Group Infrastructure Services (GIS) department is responsible for the implementation, deployment and support of technology infrastructure services including private and public cloud, desktops, messaging and collaboration tools, voice communications, mobile, multimedia, data centres and networks across Group companies.
Within GIS, the Workspace Services team is looking for a Collaboration and Messaging Services technical support engineer who will provide Asia-wide coverage of a rich product set on behalf of our internal client base of over 25,000 people.
Reporting to the Japan-based VP in charge of Collaboration and Messaging Services, this role includes detailed planning and execution of new product deployments, version upgrades, security enhancements and the decommission of obsolete components. There will also be day to day support responsibilities in the event of service interrupting incidents or end user requests requiring human intervention. The global Collaboration and Messaging team employs a follow-the-sun coverage model, and team members share on-call and weekend support responsibilities on a rotating basis to cater individual work/life balance.
Covering a product set used by everyone across the organization, project demands and support “hot spots” will continuously evolve and the responsibilities of this role will adapt accordingly. Examples of tasks performed by this team include:
Provide direct support to a large internal user base on a variety of communication channels
Support infrastructure components of Microsoft Exchange email (on-premise and Online/cloud-based), MobileIron, RightFax, Microsoft Teams, Veritas Enterprise Vault archiving, Sentrion message transport, and more
Manage related server and appliance infrastructure of the above products
Interact with local and global team members, across other product teams and external vendors to understand and delivery industry best-of-breed collaboration and messaging solutions
Design and manage enterprise-scale migrations for platform upgrades or changes, e.g. on-premise to cloud-based mailboxes
Plan and execute production environment changes to maintain the integrity of the plant
Own day to day incident management from communication and technical standpoints, and follow up with root cause analysis / problem management closure
Enhance the monitoring and maintenance toolsets using scripting and other automation tools
Provide rotational weekend and on-call support