IT Manager - EMEA eGain Corporation - Slough

IT Manager - EMEA

eGain Corporation - Slough (Slough, United Kingdom)

Job Description

Role Objective:
The EMEA IT Manager is responsible for the implementation and management of services/operations, including infrastructure, servers, user hardware/software and peripherals. Also for ensuring reliable IT systems which meet the changing business needs, enforcing IT security and for user support for IT related issues.
Key Responsibilities:

• Management – Ensures eGain WW IT policies, procedures, and transition/migration plans are implemented and monitored. Contributes in formulating IT budgeting projections across EMEA locations. Works to ensure that eGain get the maximum business benefit from IT systems.
• Support - Provides day to day resolutions to reported IT issues EMEA wide. Oversees the management of corporate network activities and resolves escalated issues.
• Communication - Effectively communicates relevant IT related information to superiors and other relevant staff. Ensures team communication and collaboration with other WW IT groups in NA and India is consistent and meaningful. Handles difficult personnel situations directly, using appropriate discretion, HR advice, and respect for the individual.
• Teamwork - Reinforces team approach throughout practice both on customer projects and internal initiatives. Supports and solicits input from team members at all levels within IT Verifies quality and quantity of team documentation. Contributes ideas/policies and best practices to WW IT teams.
• Client Management - Communicates effectively with internal and external customers to identify issues, solutions and evaluate alternative solutions and strategies. Continually defines ways to increase customer satisfaction and deepen customer relationships. Ensures practice delivers better solutions to customers. Provides senior level resolution to internal and external customer issues.
• Internal Operations - Investigates new technologies and recommends/develops new IT strategies to maximize business efficiency across all WW IT organizations. Builds and maintains all EMEA IT/communications systems and ensures maximum availability and smooth running of these systems. Lends expertise to internal teams and task forces. Enforces standard company policies and procedures.
• Asset Management - Helps establish, build and manage relationships with vendors. Manages all EMEA IT related purchasing and budget requirements, assists with infrastructure planning/purchases. Holds responsibility for capacity planning and scheduling vendor negotiations related to EMEA IT systems.
• Telephony - Oversees the planning and management of EMEA landline/mobile telephone systems and manages EMEA-wide upgrade efforts.
• Provide Out of Hours support in the event of key EMEA IT failures

 

Desired Skills & Experience

Skills & Experience:
At least 4-5 years IT experience in a comparable role. Ideally from a Microsoft system administrator or Network engineer background. Must be able to work as part of a team but also be self-motivated and able to work under own initiative. Needs logical/methodical thought process and genuine interest in new technologies. Preferably with some experience of managing a small team of engineers.
 
Experience in:

• Server management- including installation/configuration also server alerting/ monitoring, preferably with Dell
• Network installations, configuration and management, of switches, routers, firewalls and load balancers, preferably with Cisco.
• Infrastructure alerting/monitoring and trend analysis
• Virtual server technology – installation, configuration and management, ideally with VMware, VirtualBox or other comparable virtual server technology.
• Familiar with RAID levels, ISCSI and SAN technology
• Database installation and configuration, preferably Microsoft SQL and Oracle
• Operating system installation, configuration and management of Microsoft windows O/S and preferably Linux experience.
• Email management – setup, configuration and management of corporate email systems – with Microsoft Exchange
• Maintaining infrastructure/hardware/software firmware and software updates
• Anti-virus configuration and management – preferably McAfee or Symantec
• 3rd party application – installation, configuration and support
• Cloud technologies Open Stack,  Amazon EC2
• Knowledge of Applications such as JIRA, Confluence, Wiki, NetSuite, COD Oracle
• Telephonic experience – installation/configuration and management of telephone switches and Mobile telephonic technologies preferred.

Educational, Professional, and Mobility Qualifications/Requirements:

• Minimum academic level required:  5 GCSE’s grade c or higher
• Ideal academic level preferred: NVQ 4 or higher
• Microsoft certification such as MCITP or higher, with ideally Cisco CCNA and or Virtual Server certification.
• Requirement for national/international  travel, overseas assignments: UK Passport – Occasion travel to European and U.S. offices may be required as part of this role
•  Full clean driving licence

Additional Specifications / Comments:

• Candidates without required academic qualifications, but with proven experience in a similar role will also be considered for this position.
• This job description is not intended to be an exhaustive list of duties to be performed by the employee. This job description may be altered to reflect the business needs of the company.

Company Description

About eGain Corporation
eGain (NASDAQ: EGAN) is the leading provider of cloud and on-site customer interaction hub software. For over a decade, eGain solutions have helped improve customer experience, optimize service process and grow sales—across the web, social, and phone channels. Hundreds of the world's largest companies rely on eGain to transform their fragmented sales engagement and customer service operations into unified Customer Engagement Hubs (CEHs).
Headquartered in Sunnyvale, California, eGain has operating presence in North America, EMEA and APAC. To learn more about us, visit www.eGain.com. Also, follow us on Twitter at http://twitter.com/egain and Facebook at http://facebook.com/egain.