Description
The Company:
Our client is a leading player in their field. The company name will be unfamiliar to some of the companies under their brand are among Australia's most iconic. They are a major player in the UK and have undergone significant growth in the ANZ region over the past 3 years.
The Role:
Due to recent changes in the business the incoming CIO has sanctioned the hire of a high level Service Improvement Specialist for each region. The main purpose of this role is to work with the existing team to identify current gaps within IT and from here create a roadmap towards resolving these issues. This role will incorporate the analysis, documentation and then the resolution stages so it is best suited to an all rounder or someone who has worked in a consultative type role previously.
Other duties will include:
- Take the raw data provided to produce the key issue register
- Work with operational management to clarify and fully document issues
- Create incident and problem records where appropriate
- Work with key stakeholders to prioritise key issues
- Carry out root cause analysis on issues
- Work with Infrastructure Remediation Analysts, Applications teams or others to develop and document solutions
- Communicate progress to senior management and key stakeholders
- Carry out service improvement reviews
- Where a problem is not easily resolvable, produce a good quality analysis that can be handed over to the solutions team for project initiation
The Requirements:
Our client is seeking a technically adept engineer who has previous experience delivering projects and working to strict timeframes. This is a regional role so previous experience working across multiple sites and time zones is an advantage also. Experience with Networking & POS Systems will be looked upon favourably also.
Other requirements include:
- Good all round technical expertise, across a broad range of technologies
- Microsoft experience required, server and desktop essential
- Solid network understanding, ideally in a Cisco environment.
- Polished customer facing skills, great communication skills and ability to engage with business leaders at a senior level
- Experience of troubleshooting of end user client devices
- Capable of troubleshooting issues that span multiple sites, regions or countries
- Well developed troubleshooting and problem solving skills
- Ability to present ideas in business-friendly and user-friendly language
- Well organised and self motivated. Good time management skills
- Ability to carry out root cause analysis and document findings
- Able to demonstrate ability, install confidence and cut across internal boundaries to help design rapid solutions, and understanding existing standards and processes
- Able to quickly gain an understanding of unfamiliar systems and applications
- Collaborative working style and ability to successfully engage specialists in other teams and with external vendors