Key Duties & Responsibilities:

• Identifies emerging issues and is a knowledge expert.
• Responsible for the preparation and coordination of service transition activities
• Actively contribute to the development of existing and new IT process and procedures to enhance service operation
• Responsible for running the Major Incident Management process (Incident Manager)
• Prevention of SLA breach under Incident/Problem Management processes
• Consult with experts to ensure integrated actions plans
• Monitor issue resolution and liaise with stakeholders
• Improve techniques and practices for managing client queries, troubleshooting and incident prioritisation and resolution.
• Provide technical assistance to support groups as needed
• Provide mentoring, guidance and professional development support to others on staff when needed
• Be an escalation point for the Tier 3 team.
• Work on special projects as needed
• Managing and developing the Monitoring Toolset(s)/event management for all systems
• Managing, developing, and maintaining Azure cloud services such as Office 365 – must be expert in this, highly technical.

Qualification & Experience:

• Experience of Microsoft Azure cloud services
• Experience of Microsoft System Center products
• Experience of maintaining Microsoft Server
• Experience in developing and executing on short and long-range IT project plans
• Experience working in both IT team projects and individual projects
• Effective written and verbal communications. Ability to convey technical issues and material to non-technical people (end-users)
• Experience of working in an ITIL environment with strong technical and customer focus.
• Computer Science degree or related discipline
• ITIL Foundation
• ITIL Service Capability – Operational Support and Analysis
• ITIL Create, Deliver and Support
• ITIL Continual Service Improvement or ITIL Practitioner
• A systems background, with a structured analytical mind
• MCSA Windows Server
• Office 365
• Azure
• Network
• Windows Client
• Hyper-V/VMWare
• PowerShell and systems automation
• System Center
• Good Understanding of Microsoft System Center Suite (SCSM, SCCM, SCOM)

Behaviours:

Service Delivery

• Carry out maintenance to ensure stable and secure applications and ICT infrastructure.
• Update the operational document library and log all service incidents.
• Systematically analyse performance data and communicate findings to senior experts.
• Escalate potential service failures and security risks and recommend actions to improve service reliability.
• Track reliability data against relevant service level agreements.

Problem Management

• Investigate incidents to establish the root cause and resolves or escalates.
• Make sound decisions in emotionally charged environments on appropriate action required to minimize business impact.
• Check the knowledge system to find out if a similar problem has occurred in the past.
• Rapidly identify failing components, selecting alternatives such as repair, replace or configure.
• Update knowledge base to facilitate future resolution of common errors.
• Optimise system or component performance.

Component Integration

• Integrate software or sub system components into an existing or a new system.
• Comply with established processes and procedures such as configuration management and package maintenance.
• Document all activities during installation and records deviations and remedial activities.
• Measure system performance before, during and after system integration.
• Verify that integrated systems capabilities and efficiency match specifications.

Capacity Management

• Monitor Utilisation
• Produce regular and ad-hoc usage/growth reports.
• Provide support to the Network Architect and Network operations team.

If you’re looking for a new opportunity and have the skills set which the client is looking for, apply with your current and up to date CV today and a member of the Millbank team will be in touch.

Millbank are an equal opportunities employer and welcome applications from all suitably qualified persons. Millbank operates as an Employment Agency and Business.