Job Summary:

GCS IT Operations provides essential Tier II support to Millimans internal IT administrators operating within a follow the sun model. This position IT Operations Systems Engineer is a key member of our India-based Global Corporate Services (GCS) IT Operations team. The role is primarily responsible for the effective troubleshooting administration and maintenance of services and shared systems running on related infrastructure both on-prem and in the cloud. The IT Operations Systems Engineer will actively monitor the support ticketing system resolve technical issues perform root cause analysis escalate complex problems to appropriate teams and identify opportunities to automate manual tasks for improved efficiency. This role also involves contributing to the development of metrics and building/updating comprehensive documentation. This position is a vital part of the Infrastructure & Operations department

Primary Duties & Responsibilities:

• Provide Tier II technical support to internal IT teams via a support ticketing system utilizing strong internal relationships to understand troubleshoot and resolve technical issues promptly professionally and thoroughly.
• Administer and manage a range of on-premises and cloud-based IT systems including but not limited to SFTP auditing tools cloud-based email Identity and Access Management (IAM) systems asset management platforms and monitoring solutions.
• Proactively monitor incoming support requests and system performance logs identifying and implementing improvement options for toolsets and workflows to enhance operational efficiency and reliability.
• Develop and maintain high-quality knowledge base articles and self-service materials for both internal team use and end-user consumption.
• Utilize PowerShell scripting extensively to implement configuration changes automate routine administrative tasks and meet evolving customer requirements.
• Leverage Power BI SQL and other data sources to provide insightful reporting and metrics on system performance operational trends and service delivery.
• Monitor review system logs and ensure assigned servers applications and network infrastructure operate optimally and securely.
• Provide essential emergency and on-call/after-hours support as part of a rotating schedule to ensure continuous system availability.
• Actively participate in IT projects related to infrastructure improvements system upgrades and new technology implementations.
• Contribute to the development testing and maintenance of disaster recovery and business continuity plans to ensure system resilience and data integrity.
• Contribute to the ongoing development and adherence to IT documentation standards and best practices.
• Perform other duties as assigned to support overall IT operations and strategic initiatives.

Qualifications:

• Bachelors degree in Information Technology Computer Science or a related field combined with 5 years of relevant experience in IT systems administration or an equivalent combination of education and experience. Relevant certifications are a plus.
• Strong practical experience with SQL databases and Power BI for data analysis and reporting.
• Demonstrated understanding of Azure fundamentals (AZ-900 certification preferred or equivalent knowledge).
• Proven experience in creating deploying and maintaining PowerShell scripts for system automation and administration.
• In-depth knowledge and hands-on experience working with and troubleshooting end-user issues related to on-prem O365 Azure and AWS environments.
• Proficiency with core Microsoft technologies including Microsoft Exchange Teams Active Directory and other services within the Microsoft Technology Stack.
• Solid understanding of fundamental networking concepts (TCP/IP DNS DHCP VPNs email protocols and routing).
• Excellent verbal and written communication skills with a strong ability to prepare clear concise and comprehensive technical documentation.
• Outstanding time management skills including the ability to effectively plan prioritize and complete work plans in a dynamic environment.
• Exceptional decision-making and problem-solving skills with a proven ability to clearly define issues analyze root causes and implement effective solutions.
• Self-motivated highly organized a forward thinker and a creative problem solver.
• Security-minded and conscientious with an understanding of IT security best practices.

Preferences:

• Experience with ITSM (IT Service Management) or ITIL (Information Technology Infrastructure Library) frameworks to establish and improve service levels.
• Familiarity and experience with Linux-based systems.
• Experience with specific Identity and Access Management (IAM) platforms (e.g. Okta Azure AD Connect).
• Understanding or experience with compliance and regulatory frameworks relevant to IT operations (e.g. SOX HIPAA GDPR).
• Ability to accommodate occasional work travel (estimated up to 5% annually).

Working Environment & Culture:

• This role operates within a collaborative and supportive team environment emphasizing continuous learning and problem-solving.
• The team values proactive communication attention to detail and a commitment to delivering high-quality IT services.
• Expected working hours will align with New Dehli time zone business hours with flexibility required for on-call duties and emergency support.
• Physical Demands: Occasional on-site work at company offices or data centers may require the ability to lift up to 25 lbs stand walk or bend. The company is committed to providing reasonable accommodations to enable individuals with disabilities to perform the essential functions of the job.
• Career Growth & Development: We are committed to the continuous growth of our team members. Milliman provides access to an internal Learning & Development department a variety of educational tools and encourages the exploration and mastery of new technologies and skillsets that enhance both current and future career paths within the organization.