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 clear 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.
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:
• Valuable understanding of Bu