What's your new role about?

• Follow up for resolution of incident. Ensuring SLA’s are met on incidents, escalation to next level if required.
• Ensure that monitoring and alerting dashboards of all relevant IT infrastructure, business offerings are operational & active all time.
• Ensure that you are equipped with understanding alerts & procedure to respond adhering to high availability standards.
• Acknowledge and respond to alerts from monitoring tools and raise incidents where appropriate. Call required on-call engineer and Incident commanders depending on the incident.
• Quickly verify issues reported by CS, ability to understand the magnitude of the incident and its business consequence.
• Basic understanding of business products, IT infrastructure, DC locations, critical services.
• Facilitate troubleshooting issues by providing first hand details of incidents with precise incident times.
• Continuous improvement of 1st line practices to improve first response resolution through knowledge transfer and documentation.
• Ensure details of every incident is discussed & shared within the team including knowledge transfer and the creation and maintenance of documentation.
• Ensure adherence to agreed operational processes.
• Provide out of hours support through an on-call scheme.

• Excellent written and oral communication skills with a strong service focus. Ability to work with geographically dispersed teams.
• Willing to work in shifts, service focused and able to withstand 24/7 pressure.
• An attitude & willingness to learn basic technical concepts. Disciplined to abide by instructions on SOPs.

• Prior experience with IT technical service desk.
• Understanding of ticketing system – Service NOW.
• Basic understanding of how internet and websites function.

Here's a little more about us…