Senior Manager, Technical Support (Team Lead)

Job Purpose:

Lead and manage a team of VMware and Windows system administrators, ensuring the stability, security, performance, and continuous improvement of core infrastructure services.

This role is responsible for the operation, administration, and support of Windows Server, Active Directory, Exchange Email, Microsoft Azure, Microsoft 365, virtualization platforms, and related technologies. The position also oversees policy compliance, drives system integration initiatives, and delivers digital workplace solutions to support business objectives, operational excellence, and service reliability.

Main Responsibilities:

Team Leadership & Oversight

• Lead and mentor a team of infrastructure specialists, ensuring effective task allocation, performance management, and skills development.

• Coordinate cross-functional collaboration and act as the escalation point for complex technical issues.

System & Directory Services Governance

• Supervise the administration of Windows servers and Active Directory services, including DNS, DHCP, NTP, and GPO management.

• Oversee certificate lifecycle and support for specialized platforms such as Microsoft BizTalk (HIS).

• Ensure stability and integration of Microsoft Azure, Microsoft 365, and Microsoft Teams services.

Enterprise Application Services

• Oversee Microsoft Exchange (on-premises/online), Veritas Email Archiving, and Cisco IronPort SMTP gateway operations.

• Manage mobile device platforms (Omnissa Boxer) and BYOD/CYOB deployments to ensure secure access.

• Supervise E-Fax (Ocean-Fax) and file server services, ensuring availability and access control.

• Manage and support system monitoring tools (Netgain), ServiceNow CMDB, and SCCM, including configuration, maintenance, reporting, and troubleshooting to support infrastructure operations.

Virtualization, VM Storage & Backup Infrastructure Oversight

• Oversee virtualization (VMware 8.0, Sangfor HCI), ensuring performance, capacity planning, and lifecycle management.

Patch and Upgrade

• Oversee software patching and upgrade activities across infrastructure components to address end-of-support and security vulnerabilities.

• Ensure timely replacement or upgrade of legacy hardware and software to maintain vendor support and system reliability.

• Identify, track, and remediate issues discovered during vulnerability assessments and System Acceptance Testing (SAT), ensuring timely resolution and successful implementation.

Governance & Reporting

• Develop, review, and maintain policies, procedures, and documentation related to the team's areas of responsibility to ensure compliance, consistency, and operational excellence.

Disaster Recovery & Resilience

• Oversee the setup and monitoring of backup jobs for virtualization infrastructure to ensure data protection and recoverability.

• Maintain and regularly review disaster recovery (DR) procedures.

• Coordinate and support DR system activation during annual drills or as required.

Incident & Problem Management

• Lead the team in resolving infrastructure-related incidents, conducting root cause analysis, and implementing preventive and corrective actions to improve system reliability.

Project & Change Management

• Coordinate infrastructure changes across virtualization platforms and Microsoft 365 cloud services, ensuring minimal disruption, operational stability, and alignment with business requirements.

• Liaise with vendors on the procurement, implementation, maintenance, and ongoing support of hardware and software solutions, ensuring service quality and cost effectiveness.

Incumbent Requirements:

Education & Certification

• Bachelor’s degree in Information Technology, Computer Science, or related field.

• Microsoft certifications (e.g., MCSA, MCSE) and or VMware certifications preferred

• ITIL certification is a plus.

Work Experience

• Minimum 10 years of experience in system administration, including at least 5 years of people management experience leading a mid-sized team (5-7 staff), with a proven track record of managing enterprise infrastructure environments.

• Strong hands-on experience with Microsoft Azure, Microsoft 365, Windows Server, Active Directory (AD), Microsoft Exchange, SCCM, Group Policy Objects (GPO), and file services.

• Good knowledge of VMware and Sangfor virtualization environments, including administration, maintenance, performance tuning, and troubleshooting.

• Familiarity with Enterprise Vault, OceanFax, and Omnissa Boxer administration and support.

• Experience with ServiceNow CMDB and NetGain monitoring tools, including configuration, maintenance, reporting, and operational support.

Skills & Competencies

• Solid understanding of system security, vulnerability management, patching, and regulatory compliance requirements.

• Strong vendor management skills, including contract coordination, service delivery oversight, and relationship management.

• Strong leadership, communication, and problem-solving skills, with the ability to lead teams and drive operational excellence.

• Ability to manage multiple priorities, meet deadlines, and perform effectively in a fast-paced, high-pressure environment.

Competencies & Personal Attributes

• Strong leadership, communication, and stakeholder management skills, with the ability to lead teams and drive operational excellence.

• Excellent interpersonal skills and the ability to collaborate effectively with cross-functional teams, business users, vendors, and senior management.

• Strong analytical, troubleshooting, and problem-solving skills, with the ability to resolve complex infrastructure issues.

• Ability to prioritize tasks, manage multiple projects simultaneously, and meet deadlines in a fast-paced environment.

• Detail-oriented with a structured and methodical approach to system administration and service management.

• Proactive, self-motivated, and committed to continuous learning and professional development.

• Ability to perform effectively under pressure while maintaining a high standard of service quality and operational reliability.