Description
Key Accountabilities
. Utilising experience and evolving technical ability to resolve technical incidents, service requests, changes or problems relating to "Data Services" portfolio.
. Deal with customer requests in line with Service definitions and SLA's.
. To escalate and manage incidents and requests to vendors in a timely fashion.
. Management and documentation of information relating to customer incidents, service requests, change and problem, and the effective communication of progress of such events to all stakeholders in line with internal process.
. Collaborate with all business units to bring about timely resolution of technical issues.
. Ensuring continued development of product knowledge, known issues and troubleshooting techniques throughout the support teams.
. Undertake personal training and development in line with departmental needs and in line with a Personal Development Plan as agreed with Line Manager.
. Development of training, tools and processes to ensure teams increase and develop technical capability.
. Perform as an integral member of the Data Services team providing 24x7x365 service participating in an on-call support rota outside of core hours.
. Perform a SME role for designated clients and technologies.
. Responsible for pro-active review and maintenance of customer infrastructure.
. Participate in the portfolio governance, service design and solutions assurance process to ensure our technical propositions are fit for customer and scalable for the business.
. Provide input and approval within the 'Acceptance into Service' process for new customers.
Skills/Experience required
. 5+ years working within a systems integrator support environment as a highly skilled technical engineer.
. In-depth knowledge of EMS products, customer IT systems and applications.
. Experience of working across the service life cycle, supporting and costing bids as a subject matter expert.
. Possesses a deep level technical knowledge of Data Services technologies and associated management applications.
. Have strong service improvement and service transformation skills
. Have highly developed organisation, prioritisation, communication (written and verbal), tenacity and ownership skills.
. Qualified to ITIL v4 Foundation level (Preferred)
PLEASE NOTE THAT THIS ROLE IS INSIDE IR35