Job Summary

Right now, we're seeking a Monitoring Centre Administrator who will be Monitoring Centre 24x7 operations. Run and contribute to key IT Service Operation processes on the FEG Group level - mainly event, incident, change, problem and knowledge management. Ensure compliance with internal Service Level Agreements measured via service level objective (KPI).

Responsibilities

- Acts as a single point of contact (SPOC) for incidents and/or technical issues form FEG affiliates (brands), customer operations units, retail branches as well as other stakeholders.
- Actively monitors FEG IT environment and service metrices (KPI) to ensure maximum availability and performance of FEG services (on Group level as well as brand specific ones).
- Actively identifies, assesses, records, resolves and/or escalates incidents and service requests ensuring they are handled within an agreed time limit, within agreed processes and in a qualified and customer-sensitive manner. This includes IT incidents, technical incidents form customer operations units and retail branches and also employee-reported incidents and requests.
- Knows about ongoing changes / deployments in FEG IT environment, actively monitors them and coordinates, if necessary. Also correlates incidents to ongoing changes / deployments.




- Has an overview about current IT problem tickets and/or know errors, correlates incident and problem tickets, enriches information in problem ticket. Effectively applies solution described in known error database.
- Closely communicates with customer operations and bookmaking units to have an awareness about customer complaints, customer impact and its progress during an active incident.
- Escalates major service disruptions to Emergency Incident Manager and actively supports him/her in making appropriate decisions and/or actions.
- Shares information about past and active incidents with peers and superior ensuring smooth handover and continuity between working shifts.

Requirements

- Bachelor s or Master s degree
- At least 3 year experience on a similar position
- Technical knowledge
- Knowledge of English language at least on B2 level

You Should Have Experience In

- Good knowledge of ITIL Incident and Problem Management Processes
- Good knowledge of IT systems
- Knowledge of Zabbix and JIRA is an advantage

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

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