Summary Of The Position
The role requires an individual who undertakes resolution of incoming issues, within expectedtechnical 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 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
- Good communication skills, Verbal and Written both, is a MUST
Skills and Experience | Desirable
- Good understanding of Building tool - Maven, Gradle etc.
- Very good understanding of ITIL framework and processes. ITIL certification is preferred.
- Working knowledge/experience on Linux - preferred but not must
- Able to share ideas with the team and self-confident.
- Go-getter and solution-oriented personality
- Very quick learner and keen to learn new things
- Reliable & accountable individual who can manage client interaction
Personal attributes
- A continual desire to go above and beyond to resolve customer issues within SLAs and suggest more efficient and effective ways of working.
- Having worked in a fast paced, dynamic environment.
- Empathy and the ability to communicate both internally and externally.
- Ability to multi-task, work under pressure and to tight deadlines.
- Positive can-do attitude, team player
- Efficient and Proactive
