SCC

Tóm tắt công việc

• Monitoring and maintaining switching infrastructure to agreed service levels
• Experience with Monitoring, Automation and Service provider ticketing toolsets (SCOM, ServiceNow, Remedy, Network monitoring)
• Performing Firewall Configuration, troubleshooting and Administration
• Managing incidents and problems appropriately within agreed service levels
• Creating and performing authorized changes to customer environments, attending CABs where necessary
• Perform root cause analysis on reoccurring incidents
• Assist engagement with projects to ensure design of technical solutions are in line with the requirements of the customer
• Act as a technical escalation point for major incidents related to the service delivery from the datacentre and customer sites
• Ensure technical documentation is completed and updated to professional standards
• Contribute to the continuous improvement programmes of all technology platforms across the datacentre
• Log calls with third party vendors (such as CISCO or Fortinet) and escalate when necessary
• Contributing to delivering team performance
• Lead technical customer discussions. Do this with the best possible outcome as your main priority.
• Provide advice and guidance to the technical specialist team and act as an escalation point within the function where required.
• Design and production of documentation to a high level including technical drawing, process models, customer communications and major incident reporting.
• Adhere to all company policies and processes as communicated by line management in accordance with corporate ISO accreditation levels.
• Working on flexible shift patterns to deliver 24/7 365 service