• Lead and supervise the IT Support and System team, ensuring adequate resources to meet service level requirements.
• Provide technical support and guidance to IT Support staff.
• Act as an escalation point for unresolved incidents causing service impact.
• Implement ITIL Service disciplines, including Incident, Problem, and Change Management.
• Administer Citrix, VM, and Hyper-V systems.
• Manage Servers, storages, switches, Firewalls, and Routers.
• Collaborate with the Head of IT to establish standards for internal infrastructure management.
• Develop and implement policies/standards based on ITIL methodology.
• Work closely with the IT Service Desk and other specialists for effective service transition.
• Set SLA criteria for IT infrastructure availability and performance in collaboration with the Service Desk team.
• Ensure overall system and infrastructure availability and resilience.
• Oversee system administration, including internal network and Microsoft Active Directory (AD) management.
• Manage desktop devices, laptops, printers, and productivity tools rollout and support.
• Maintain effective monitoring, control, and support processes.
• Deliver individual and team projects within specified timelines.
• Evaluate infrastructure service delivery methods and procedures for efficiency and effectiveness.
• Monitor critical business processes and systems.
• Install, configure, and support new and existing servers and network infrastructure.
• Plan and implement upgrades to maintain service levels.
• Lead the replacement of end-of-life infrastructure.
• Perform testing and analysis of network and server infrastructure components.
• Ensure server uptime aligns with business goals and metrics.
• Execute planned disaster recovery tests.
• Schedule formal service reviews with stakeholders and manage third-party IT service providers.
• Manage performance objectives and professional development of the Service Desk team.
• Identify opportunities to streamline IT Service Desk operations through continuous improvement.
• Provide occasional out-of-hours support.
• Adhere to the Commonwealth's Gender Equality values and policies.
• Perform any other duties as required.

• At least 3 years’ experience in a similar role
• Must have a good level of technical English and the ability to read and prepare technical documents
• Must have a good level of technical Russian language and the ability to read and prepare technical documents.
• In depth knowledge of Microsoft Windows Server
• In depth knowledge of Active Directory (Design, Security and Administration)
• In depth knowledge of Messaging (MS365, Zohomail,G-suite Archiving, Unified Communications)
• In depth knowledge of Networking technologies and concepts.
• Good understanding Backup Technologies .
• Good understanding of IT security and Data protection
• Good understanding of Cloud and mobile technology
• Good understanding of PowerShell scripting (Desirable)
• Exposure to MS SharePoint
• Basics of firewall design, operation, and management
• Strong WAN / LAN and VLAN design, management and troubleshooting skills
• Deep knowledge and experience related to setting up and managing the VMware environment.
• Ability to design, install, manage, optimize, and troubleshoot SAN & NAS memory devices.
• In-depth experience and knowledge in setting up and managing SAP system and databases