IT Support

Company Summary

First American (India) is a GCC (Global Capability Center) of the First American Financial Corporation (NYSE: FAF) family of companies. FAI is a proud member of the FORTUNE 500 companies and has been amongst the Fortune 100 Best Companies to Work For® list for eight consecutive years. First American Financial Corporation provides comprehensive title insurance, closing/settlement, property data and technology solutions. First American (India) creates quality solutions for its customers by combining software, back office, and knowledge processing operations to fulfill First American's business requirements. Our priorities are our employees, customers, and shareholders - in that order.First American (India) has been ranked amongst

India's Best Companies To Work For™ 2023

Listed amongst the Top 100 by Great Place To Work® India, FAI is also certified Best Workplaces for Women and Workplace with Inclusive Practices. Software Services helps build First American's product suite that encompasses the best in class Title Insurance, Settlement and Mortgage solutions platforms. Leverages technology product stack across Microsoft platform predominantly to develop, enhance and maintain the best in class applications. The R & D division delivers solutions for the title insurance industry leveraging the best of NLP, AI and ML.

Job Summary

Position description

Management of Group’s (FT and FMS) infrastructure / in a way to guarantee the smooth day-to-day operations. Supporting systems and infrastructure to ensure continuous availability and optimum performance.

Title: IT Support

Experience

• Minimum Fives years technical services and infrastructure experience within a large, standards-driven, IT or professional services organisation, preferably within the financial services sector.
• Extensive practical experience of Microsoft technical architecture; particularly Windows 2018, Outlook/ Exchange 2016 , Office 365 and SQLServer 2014 and above. Preferably formal Microsoft certification.
• Practical experience in a major infrastructure project from inception through to implementation.
• Practical experience of leading or managing an IT technical services team located offshore and vendors.
• Helpdesk management

Responsibilities

• Oversee and Manage Running of In-House Application(s)
• Understand and Support the architecture of the solutions at infrastructure level.
• Troubleshoot the issues by working with the developers of the application both on-shore and offshore.
• Ensure the infrastructure the applications run on is securely provisioned
• Provide support to internal stakeholders and external customers.
• FMS / FT Infrastructure Security Questionnaire
• Complete understanding of the group’s infrastructure, security stance and understanding the groups future strategy.
• Assist senior management in completing vendor questionnaires and participating in internal audit.
• Implement best of breed security in FMS’s infrastructure.
• Provision of a robust, secure and operationally effective sound production environment.
• Development and maintenance of a documented, best-practice infrastructure and ongoing provision of a sound production environment (ASPEN).
• Implementation of appropriate security, access and privacy system controls
• Implementation and ongoing maintenance of a standard operating environment across the organisation.
• Implementation and management of documented business-continuity measures including backups, anti-virus and regular verification of IT disaster recovery plans.
• Provision of production support to internal stakeholders and external customers.
• Provision of first level (helpdesk) support within agreed service levels.
• Provision of second and third level production support where service requests cannot be resolved through the helpdesk.
• Publication of monthly infrastructure and business systems availability statistics.
• Realistic expectation management of service requestors.
• Discovery, planning, evaluation, implementation, testing, documentation and deployment of new infrastructure projects; hardware, software and communications.
• Clear and concise project plans agreed and owned by the IT and business stakeholders.
• Clear and concise technical documentation requirements exist and internally peer-reviewed.
• IT support and end user staff appropriately trained in ongoing support tasks.
• Realistic expectation management of key business stakeholders and opinion leaders.

Reports to

Development Manager

Formal qualifications

• University degree or similar from a recognised tertiary institution preferably majoring in business management or computing services.
• Formal industry (Microsoft, Cisco, etc.) accreditation preferred.

Other attributes

• Effective verbal and written communication, presentation, negotiation and influencing skills.
• Strong analytical, conceptual and problem solving skills.
• Results driven self-starter comfortable working in a collegial environment.
• Practical exposure to web services and e-business systems development initiatives.
• Practical knowledge of Microsoft’s Content Management Server, Commerce Service and SharePoint products.

Basis of employment

Permanent Full Time

Salary

Per incumbent

FAI is committed to create an environment that respects, supports and inspires all individuals. We do not discriminate on the basis of color, religion, sex, gender identity, sexual orientation and age. At FAI, we celebrate diversity and believe that an inclusive workforce benefits employees, the organization and our community. We are an Equal Opportunity Employer. For more information about our company and dedication to putting People First, check out https://firstam.wd1.myworkdayjobs.com/faicareers.