DT&A Service Delivery Specialist

Louis Dreyfus Company is a leading merchant and processor of agricultural goods. Our activities span the entire value chain from farm to fork, across a broad range of business lines, we leverage our global reach and extensive asset network to serve our customers and consumers around the world. Structured as a matrix organization of six geographical regions and ten platforms, Louis Dreyfus Company is active in over 100 countries and employs approximately 18,000 people globally.

This position is responsible for handling the IT operations support services, both service desk and infrastructure scope within the LDC network infrastructure domain, daily activities include but are not limited to:

• Manage and administer the IT services and operation in main offices, remote sites and warehouses across Australia.
• Frequent travelling will be required to be onsite at remote locations during peak seasons.
• Use of ServiceNow tool to manage and handle all IT issues and requests from users as well as change and problem management.
• Maintain excellent customer interactions and working closely with management colleagues.
• Collaborate with 3rd party service providers to guarantee operations service quality.
• Continuous improvements on the IT operation.
• Ensure the incident, change management and problem management are correctly applied, activate third parties when needed.
• A key player in the relationship between Infrastructure and Applications teams and usually are part of a regional Service Delivery team.
• Transitioning knowledge from build to run.
• Participate and deploy regional/global projects – both service desk and infrastructure related.
• Alignment and compliance with regional/global standards.
• Maintain good technical documentation practices – network diagram, operating procedures, knowledge article etc.
• Coordinate and collaborate with Critical Incident Response team, both with internal stakeholders and external vendors in the event of critical outages, inclusive of infrastructure and application dependencies.
• Apply problem management process on recurring incidents; perform root cause analysis and workaround fixes.
• Configuration of servers, networks, installing operating systems, software and hardware in accordance with IT standards, policies and procedures
• Support local IT projects (hardware or software replacement, new infrastructure, etc.) and liaise with vendor as and when necessary.
• Organise end-user education on any new technology and training on new tools to leverage powerful solutions to their maximum.
• Preventive Maintenance – Plan and schedule periodic monitoring and review of IT infrastructure assets to ensure system availability and resiliency are not compromised and minimise service disruptions.
• Maintain up to date of all the IT asset inventory through GLPI tool.
• Conduct regular reviews with your vendors on the performance and SLA and take corrective actions on the continuous improvements on the services delivered by partner.
• Build and maintain good set of technical documentations to support the operation and IT services.
• Procurement and Invoice management – ensure good governance are adopted during procurement process and prior approvals are taken before initiating any procurements. Ensure invoices are processed for payments on time and all IT expenses are approved in accordance with the approved budget limit.
• Out-of-office hours on call presence and cover for other sites on an ad-hoc basis either onsite or remotely.
• Responsible in providing regular management reports on the information and performance related to infrastructure operations, Incident statistics, problems encountered, open tickets and backlogs and performance etc.
• Actively participate and contribute in Regional/Global forums, as required – need to be a voice for Australia operations concerns and challenges. Likewise, through these forums, resource needs to be aligned in terms of policies, standards and directions.

In this role, you will have to work with the Regional IT Office to design and develop new solutions, enhancements and optimization initiatives and provide Level 2/3 troubleshooting and support for high priority and escalated incidents.

The successful candidate will be an energetic and clear communicator who has deep experience in IT Infrastructure operations management. It involves a fair amount of human interaction in working closely with other countries and collaborating with other IT staff locally and other countries is Asia. As such, this position requires a person with patience, a team player with problem-solving and strong communication skills. Strong leadership, excellent oral and written communications and the ability to remain calm and perform under pressure are a must to have.

• Intermediate Networking skills (LAN/WAN, Cisco Routers, Switches, Aruba wireless devices & Fortinet firewalls).
• Advanced level of server Administration (Install, configure, troubleshoot), Active Directory, DNS, DHCP, Backups (Veeam), Storage, VMWare & Citrix.
• ITIL Certification at Foundation level and familiar with Power Bi tool are added advantages.
• CCNA certification is an added advantage.
• Azure Cloud Fundamentals certification is added advantage.
• Experience with SaaS solutions.
• Strong knowledge of O365 Microsoft Suite of Applications (OneDrive, SharePoint, Word, Excel, PowerPoint, Outlook).
• Mastery skills and knowledge of workstation support and network infrastructure components.
• Familiar with IoT technologies will be an added advantage.
• Excellent interpersonal skills and ability to communicate effectively at all levels.
• Ability to work in dynamic, fast-paced, reactive, and challenging environments.
• Ability to manage own time and workload.
• Ability to own a task and deliver to required timelines.
• Ability to anticipate issues and suggest resolutions.

Additional Information for the job

Diversity & Inclusion

LDC is driven by a set of shared values and high ethical standards, with diversity and inclusion being part of our DNA. LDC is an equal opportunity employer committed to providing a working environment that embraces and values diversity, equity and inclusion.

LDC encourages diversity, supports local communities and environmental initiatives. We encourage people of all backgrounds to apply.

Sustainability

Sustainable value is at the heart of our purpose as a company.

We are passionate about creating fair and sustainable value, both for our business and for other value chain stakeholders: our people, our business partners, the communities we touch and the environment around us

What We Offer

We provide a dynamic and stimulating international environment, which will stretch and develop your abilities and channel your skills and expertise with outstanding career development opportunities in one of the largest and most solid private companies in the world.

We offer

• Work for a global, leading commodities company
• Competitive salary and benefits​​​​​​
• Access to Training and Development 
• Access to Employee Assistance Program