Sunbytes

Supervisor

• Oversee daily Service Desk ops and ensure SLA compliance.
• Manage ticket queues, prioritize issues, and handle escalations.
• Coordinate with teams to resolve incidents quickly.
• Monitor KPIs (FCR, AHT, CSAT) and report performance.
• Maintain updated SOPs and drive continuous process improvements.
• Coach the team and build a strong, collaborative culture.
• Ensure effective use of ITSM tools and compliance with security standards.
• Run bi-weekly KPI review meetings, lead post-incident reviews and corrective actions.
• Build real-time KPI dashboards, plan annual training based on skill gaps.

Full-stack Engineer

• Serve as an escalation point and resolve complex technical issues.
• Handle customer inquiries via phone, email, chat, or portal.
• Coordinate with teams to resolve incidents quickly.
• Handle daily tasks in Active Directory such as creating new user accounts, resetting passwords, and disabling accounts for leavers.
• Support end-users with Windows 10/11 issues, including software installation, running Windows updates, and updating drivers.
• Assist remote users with VPN connection issues to ensure they can access company data.
• Document, maintain and update the knowledge base.
• Communicate with clients when needed.

Tech Lead

Agent

• First-Line Support: Receive and handle incoming support requests via ticket system, email, and phone in a professional manner.
• User Account Management: Handle daily tasks in Active Directory such as creating new user accounts, resetting passwords, and disabling accounts for leavers.
• PC Troubleshooting: Support end-users with Windows 10/11 issues, including software installation, running Windows updates, and updating drivers.
• Remote Access Support: Assist remote users with basic VPN connection issues to ensure they can access company data.
• Promptly escalate complex or unresolved issues to the Level 2 team with clear notes.

Service Desk Agent

Systems Engineer

• Monitor and maintain the client’s global hybrid-cloud infrastructure
• Participate in design, installation, configuration, patching, and system updates
• Oversee daily activities of contractors and managed service providers , including 24/7 system monitoring and change management
• Support incident response, troubleshooting, and infrastructure upgrades
• Plan, deploy, and administer core services and hybrid-cloud platforms (Azure, Active Directory, Linux, etc.)
• Supervise and delegate operations tasks, including system monitoring and problem resolution
• Collaborate with internal IT teams and vendors to support system objectives
• Ensure architecture standards and infrastructure strategy align with global IT initiatives.

Systems Engineer – Nutanix, Hyper-V, Azure

Project Manager

• Scope, plan, schedule, and drive software projects to delivery on time and within budget, ensuring risks and dependencies are surfaced early.
• Act as the team's Scrum Master by running sprint planning, daily standups, reviews, and retrospectives while actively removing technical blockers.
• Groom backlogs and write Jira tickets for engineering, design, and QA teams with clear, well-scoped acceptance criteria.
• Architect and maintain advanced Jira automations to eliminate manual overhead.
• Establish clear Jira dashboards and reporting mechanisms to provide transparency into team velocity, progress, and operational bottlenecks.
• Coordinate directly across technical and creative roles, translating technical details into commercial context for business stakeholders.
• Optimize engineering delivery frameworks utilizing AI tools and Model Context Protocol (MCP) to automate repetitive coordination and reporting tasks.
• Maintain complete workflow traceability by connecting Atlassian (Jira, Confluence) with GitHub branches, pull requests, and releases.

Backend Engineer

• Collaborate with the Web Development team to understand project requirements and translate them into technical solutions.
• Develop, maintain, and optimize custom backend functionalities, modules, and integrations for Magento 2 platforms, ensuring performance, scalability, and reliability.
• Integrate Magento 2 platforms with third-party systems such as ERP, CRM, payment gateways, and shipping providers.
• Write clean, maintainable, and well-documented code following Magento 2 best practices and coding standards.
• Troubleshoot, test, and resolve technical issues to ensure system stability, security, and functionality.
• Support Magento upgrades, security patches, and continuous platform improvements while working in an Agile environment using Git, Bitbucket, and Jira.

Supervisor

Tech Lead

Service Desk Agent

Systems Engineer – Nutanix, Hyper-V, Azure

Project Manager

Senior Back-end Developer, Magento 2