Summary of the position:
The role requires an individual who undertakes resolution of incoming issues, within expected technical capability, understands the impact of incidents on the client and responds appropriately – exhibits right sense of urgency.
Key accountabilities
· Regularly reviews incidents logged, highlighting trends & recurring issues to 3rd line Problem.
· Recommends changes to resolve recurring issues.
· Reviews assignment of incidents by Incident Analysts - highlights to the team improvements that can be made in how calls are assigned.
· Uses technical understanding to question and clarify incidents raised by clients, before agreeing where to assign the incident (incident triage).
· Ensures all calls logged are clearly written so that any team member can understand the issue.
· Takes day to day responsibility for assigning incidents through the incident management system.
· Understands and executes against agreed processes for implementing fixes/changes.
· Understands the impact of non-delivery on the reputation of PMC with the client
· Provides regular client and internal communication on assigned activity and incidents - ensure that interested parties are transparent on current status,
highlighting any issues that might impact delivery in the defined timescales to Team Leader/Support Manager.
· Escalates to Team Leader/Support Manager when there are resource conflicts, or when SLA's are at risk of not being met.
Please note that this role works on a rotational shift basis to ensure sufficient coverage for 24/7 and meet the needs of the business.
Requirements
Skills and Experience | Essential:
· Experience on Oracle or Microsoft SQL server database - Certification preferred but not must
· Experience in windows batch scripting
· Experience on helpdesk, incident and problem management as L2 support
· Client interaction exposure
Must be able to converse well in English, both verbally and in writing.
Skills and Experience | Desirable:
· Good understanding of Building tool – Maven, Gradle etc.
· Very good understanding of ITIL framework and processes. ITIL certification is preferred.
· Working knowledge/experience on Linux - preferred but not must
· Able to share ideas with the team and self-confident
· Go-getter and solution-oriented personality
· Very quick learner and keen to learn new things
· Reliable & accountable individual who can manage client interaction