Infrastructure Technician
Office Communication Collaboration Services (OCCS) is a function within GTIS that maintains the messaging infrastructure within UBS. This support extends across all divisions and incorporates other associated technologies within the Messaging/Communications framework.
Main Duties:
- Resolution of 3rd line application and system support issues
- Following defined incident and problem management processes for service outages
- Troubleshoot root cause of problems through liaison with internal teams, external vendors and Engineering team.
- Bring system Changes into production and performing implementations, co-ordinating Releases
- Server builds, productionisation and rollout - installation, configuration and support
- Implementing low/ medium high-risk changes, e.g. E2K Policies, Postfix routing, Software upgrades, Compliance work Chat support
- Support/Project work across a broad spectrum of Messaging technologies (Exchange, Blackberry, Topcall, EAS, Orchestria, MindAlign and Interchange)
- Production-side project management and Service management
- Performance, Capacity, Availability Configuration Management
Essential Technical Skills:
- Minimum two year 3rd line Messaging support experience in a large global organisation
- Minimum five years experience in IT
- Technical expertise in the below areas
Exchange 2010 (preferred)
Lync
Blackberry / Good
- Very strong understanding of message routing, queue management, message tracing on Unix mail gateways and Exchange platforms
- Very strong troubleshooting skills with a proven record of resolving serious system problems through vendor liaison. At a minimum, experience of taking system/application process dumps and network traces is expected.
- Experience with Microsoft clustered servers and SAN storage (preferably EMC)
- Understanding of Email Archiving and Compliance technologies
- Understanding of Networks, DNS, WINS, TCP/IP
- Documentation experience (procedures, system topology etc)
- Project management experience and understanding of processes
- Understanding of SQL Server (for support of BES, MOM)
Interpersonal Skills:
- Able to communicate clearly and effectively across all levels of the business
- Excellent team player
- Able to adapt to changes, bring flexibility to the role
- Negotiation skills
- Strong customer care expertise and experience of working for highly demanding customers in a high-pressure environment
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