PTYTECH LLC

Role Description

Last Updated October 2019

 

Profession:

 

Service Operations Technology

Role:

 

SMTP SME / Operations Specialist

Corporate Title:

 

 

Local Grade (if applicable):

 

 

Role typically reports to:

 

Technology Lead or one of the Specialist Roles

 

Role Summary

 

The Email Service Operations team are responsible for the day to day support of the end users platform for the banks global email environment.  Working closely with the other platform towers, such as mobility, desktop, voice systems, email, collaboration, unified communications and audio visual. 

 

The main tasks of the SMTP SME / Operations Specialist is the daily operation and maintenance of the SMTP backbone and associated Infrastructure.  Analyzing issues, request fulfillment, incident management, resolution of issues and conflicts, proactive improvements and automation within the environment and running reports and attending meetings.

 

 

Role Responsibilities

 

·       Management and support of the Email environment, mixture of vendor managed and on-premises.

·       Attending meetings such as Operational, Capacity etc… and taking ownership for actions.

·       Performing monitoring, escalation, incident handling, change processing, firewall checks, standard reporting, monthly consumption analysis and reporting, developing and maintaining Knowledge Articles.

·       Follow all guidelines and controls for each process to ensure compliance and quality.

·       Track the implementation of resolution tasks; collect, interpret and respond to changes in production data as appropriate; provide regular and reliable reporting of relevant data to meet management requirements.

·       Understand thoroughly the end to end application support process and escalation procedures and become fully conversant with all support tools that will be used to provide effective support in the relevant area.

·       Provide input and contribute in any and all product or service related audits.

·       Proactively engage Major Incident Management and maintain effective communications with stakeholders during downtime events.  Assist with resolution efforts and perform root cause analysis as needed on major incidents.

·       Identify risks, issues and product defects related to applications and/or services and drive their resolution.

·       Ability to work remotely for DR and BCM events.

·       Working with internal Teams and external Vendors

·       Review and respond to alerts generated by in house monitoring solutions and either resolve or escalate to vendor support

·       Ensure regular activity such as patching and backups is completing successfully

·       Raise and implement changes for both your own tasks and those from Engineering

·       Act as the point of contact for vendor supported Exchange environment for escalations

·       Sanity check any changes to the environments

·       Act as co-ordination point for projects taking ownership were necessary to ensure successful transition into production

·       Implementation of new initiatives handed across from Engineering

·       Troubleshooting in-house developed scripts

·       Produce process documentation and Knowledge base articles and “how to” guides

·       People skills

o   Transparent Teamwork

o   Structured upward & downward communication

o   Training skills

·       Communication skills

o   Good command in English

o   Ability to work with diverse global teams

o   Strong written and verbal communication skills.

·       Effective Multitasking and reporting

·       Ability to learn new skills through self-learning

 

 

Experience/Exposure

 

·       Experience of 3 to 10 years working (of which 3 years must be as L2/L3 working with SMTP email gateways and related infrastructure running on Linux/Unix platforms)

 

·       Technical Skills

o   Proofpoint Configuration and Administration

o   Experience managing Proofpoint Sentrion appliances

o   Experience administering Proofpoint Email Protection (TAP/TRAP)

o   SMIME email encryption gateways using totemo

o   Email distribution list manager open source using Mailman

o   Proven experience with Unix/Linux Operating Systems (SuSE Linux, RedHat and/or CentOS )

o   IMAP service using Cyrus

o   Proven experience with Unix scripting languages (Perl, shell, Python)

o   Proven experience with TCP/IP networking

o   Working knowledge of IT applications, network infrastructure technology and the application of security components and corresponding interfaces

 

·       Technical Skills Non-essential

o   O365 additional applications – Exchange Online, SharePoint Online and OneDrive

o   Proven experience with PowerShell

o   Virtual Data Rooms

o   DocuSign

 

 

Education/Certification

 

·       Degree or higher in relevant discipline (e.g. Computer Science, Engineering).

·       Previous experience on working in Email service environment

·       Certifications: in SMTP/Unix/Linux/Proofpoint system administration.

·       ITIL V3 foundation certification (preferred)

 

 

 

  • Jacksonville
  • Florida
  • 32218
  • : contract | c2c
  • : Armando Anderson
  • : PTY TECH LLC
  • : armando.anderson@ptytechllc.com
Close Menu