To carry out standard Operations activities within the Shift Operations teams in accordance with defined operating processes and procedures.
The Delivery Centre provides IT outsourcing services for multiple clients hosted globally.
The monitoring and out of hours management of incidents for these services is an important part of the service and is the responsibility of the Operations Team.
Critical Event Monitoring and out of hours Delivery Centre Service Desk for multiple client services
Ensuring service availability in accordance with SLAs
Incident Management (Raising, Resolving, Callout / Escalation, Queue Management, liaison with off-shore resources)
Change Management (Impacting, Approving, Implementing, Queue Management and elements of Release Management CR coordination on weekends)
Batch Processing – Monitoring and Execution of Critical Batch Processing to SLAs
Carrying out daily checklist tasks including client reporting
Reporting (Daily and Ad-hoc Operational Reports)
Remote Datacentre Management - Raising Requests for Remote Hands, Access and Delivery
Clear communication skills both written and oral
Ability to effectively follow defined and documented processes and procedures
Ability to work under pressure and to make informed decisions based on facts
Effective at multi-tasking / time management
Strong team player