- Management of all incidents and requests, logging them and keeping them current via ServiceNow system so that all users have a status of their individual incidents and requests.
- Work with Problem Management to identify reoccurring incidents and implement a Continuous Service Improvement programme to resolve these.
- Increase knowledge base so more incidents are resolved by NOC rather than escalating to support teams.
- Verify documentation for any new processes. Additionally, existing documentation needs to be regularly reviewed and updated.
- Provide management reporting, weekly, monthly, and as required.
- Develop a good understanding of business workflow to provide an efficient and effective response to users.
- Review of all incidents to identify and implement service improvements and ultimately reduce incidents.
- Build intelligence reporting and dashboards using Splunk and other tools and provide weekly and monthly management reporting or as required.
Operational Management - Respond to all alerts and events within service level agreements.
- Perform first level triage on all incidents, troubleshooting hardware, software and network issues and resolve where possible.
- Co-ordinate all incidents to ensure they are resolved within SLA and escalate to Major Incident Management when appropriate.
- Workload automation - manage, monitor, and schedule all batch jobs using Control-M.
- Execution of operational duties including Control-M management, daily check lists, backup management.
- Event Management, including event correlation to avoid multiple calls for same incident.
People Leadership - Management of 24x7 on site and work from home roster
- Training - the Team Leader must be able to pick up new technologies quickly and train the NOC Analysts on a variety of tools.
Governance Risk - The above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs.
Experience Personal Attributes
- Advanced MS Excel skill including the ability to manipulate pivot tables and produce graphs.
- Strong understanding of ITIL framework
- Experience using Control-M batch scheduling tools
- IT or related degree
- ITIL Foundations certificate
- Programming or scripting experience
