Service Management Officer (SMO)

Primary Purpose:

• Design, implement, and maintain robust IT systems SSOE, ensuring reliability, scalability, and security. Oversee infrastructure projects, optimize performance, and provide technical leadership and guidance.

Responsibilities

• Design and implement scalable IT infrastructure for SSOE.
• Ensure system reliability and optimize performance.
• Lead infrastructure projects and initiatives within SSOE.
• Provide technical guidance and mentorship to team members.
• Implement security measures and ensure compliance with relevant regulations.
• Conduct system upgrades and enhancements.
• Resolve complex technical issues efficiently.
• Perform monthly and ad-hoc patching for various servers as required by SSOE contracts.
• Conduct ongoing performance tuning, hardware upgrades, and resource optimization, including configuring CPU, memory, and disk partitions.
• Generate monthly performance reports and capture server health statistics for capacity planning.
• Perform level 1 troubleshooting and maintenance for storage and collaborate with level 2 storage teams for advanced troubleshooting and deployment of new storage solutions.
• Address other server-related requests as necessary.
• Escort vendors within customer premises as required.
• Participate in rotating standby shifts for night or weekend tasks when needed.

Requirements

• Typically 10 years of experience with substantial project work in IT Infrastructure. 
• Proficiency in Cloud Computing, Windows Administration and Active Directory support.
• Diploma or Degree in Computer Science, Information Technology, Management of Information Systems, or equivalent.
• Strong problem-solving skills and innovative thinking.
• Team player with excellent communication and interpersonal skills.
• Self-motivated with a positive attitude and high energy.
• Customer-focused mindset.
• Proficient in written and spoken English.
• Willingness to travel as required.