DESCRIPTION OF RESPONSIBILITIES:Responsible for maintaining overall health and administration of internal Accenture's and two Client’s Global e-Mail and collaboration infrastructure. This includes supporting Microsoft Exchange Application/Services, Active Directory Replication Monitoring, Active Directory Maintenance, Tier II Support, Server upgrades, Backup support/scheduling, Performance Monitoring and Project Management as required.DESCRIPTION OF DUTIES•Operational management of a global Exchange domain comprised of Internal Accenture ASPAC Exchange infra and two other clients Exchange infra hosted on U.S., Europe, and Asia Datacenters.•Monitor e-Mail messaging to internal and external Domains (Internet), SMTP messaging•Physical and logical server monitoring including hardware, operating system and applications.•Participate in a 7x24-hour on-call rotation to provide after business hours support•Application (database) promotion and deletion, resolve application problems like FTI corruptions or database corruptions as requested.•3rd party tools support including IIS, Antivirus scanning, device monitoring tools, and remote control tools•Server installation/upgrades (locality based) including hardware, OS platform, and 3rd party tools.•Perform software upgrades•Perform and ensure integrity of server backups and diagnose problems. (Where no Ops. Team exists), perform database restores as requested•Administrational tool development and maintenance as needed•Provide methods to optimize server installation and performance of disaster recovery as needed.•Coordinate with other Data Center teams for operational improvement initiatives•Ensure that any scheduled downtime on production server is logged prior to the downtime commencing•Provide Tier II support to customers and work with global Accenture Engineering Services group tracking systems, serve as a technical resource for customers•Event Log and Replication monitoring, error resolution

PRIMARY FUNCTION:Primary interface between the Information Technology Department and its customers (end users and hosted customers/clients). Responsible for providing I.T support to customers who are in need of IT assistance to efficiently perform their duties. Handle a team of at least 5 Analysts per shift.PRIMARY RESPONSIBILITIES:Request / Issue Tracking:-Ensures that all customers are assisted in a timely and professional manner, and within the policies and procedures of the IT Department.-Responsible for first level of customer service support. Screens, refers and diagnoses all inquiries, work requests and reported issues related to IT-supported systems and equipment.-Records and updates all inquiries, requests and issues on the PeopleSupport Help Desk System-Updates and maintains the HelpDesk System-Performs troubleshooting on problems related to PC Hardware, Operating Systems and Applications both remote and on-site as needed.-Dispatches problems and requests to other IT sub-groups as deemed necessary.-Follows defined IT Escalation Procedures for unresolved problems or issues.Production Systems Monitoring:-Monitors and tracks all IT Production Systems for performance and uptime, using all available monitoring tools (i.e. HP OpenView, IP Sentry, SMS, Ping, etc.)-Sets up and configures monitoring systems to appropriately check the status of IT systems and equipment.-Records and documents all system outages. Generates production reports on system uptime, team productivity (abandon rate, SLA, etc.), ticket status.Platform Administration:-Peforms Platform Administration for the Local Area Network (LAN) and the PeopleSupport Mail System (Microsoft Exchange).- Provide 2nd level support for Maintenance and Administration of Company Domain Controllers, DHCP, DNS, and File and Print Servers.-Adds, edits and deletes users from the LAN and from the mail system using Active Directory.