THE ROLE & YOUR MISSION

As NSI Operations Level 1 your primary responsibility is to:

• Provide technical escalation in a 7x24 x365 Operations L1 team, leveraging operations management tools such as Datadog, Logicmonitor, Big Fix, Alertsite, x Matters Netbackup and other misc. IT toolsets.
• Increase system stability and expand the group's services by offering a vastly improved level of service with respect to System Hosting, Network Operations, and Cyber Security Operations;
• Monitoring for incident management in all three facets of level 1 operations, completing changes to the environment and providing escalation to various teams in the infrastructure organization;
• Troubleshooting escalated issues and working with Shift Managers on escalated issues;
• Cover Network, Server and Cybersecurity level 1 support across the organization;

We will rely on you to:

• Provide continuous and consistent management reporting on the status of issues, actions, and resolutions;
• Manage severity 1 incident calls and report to appropriate management and teams;
• Provide technical support for all systems and applications hosted in the Global Data Centers, ensuring all systems are managed and that all support services are meeting defined business service levels for Network, Server and Cyber Security;
• Maintain patching compliance to avoid risks of system outages or compromised data;
• Communicate ideas and information effectively via oral and written communication to globally diverse audiences;
• Assist with operational and infrastructure related projects for related to server, network and cyber initiatives;
• Monitor assigned incident queues and change queues in ITSM system;
• Monitor ticketing queues for regular turnover up-dates on a daily basis;
• Review incidents, changes and requests for updating and escalation;
• Adapt and adjust to changing priorities both independently and in a team
• Monitor strict compliance in accordance with MMC Technical standards, policies and procedures;
• Provide escalation of severity 1 issues to management timely and appropriately;

What you need to have:

• Strong verbal and written communication both in English & Romanian is vital;
• Bachelor's degree in computer or network science or related field from an accredited college/university or equivalent combination of education, training, and experience;
• 2-5+ years hands on experience in a technical infrastructure operations/data center environment;
• Network support – Cisco, Palo Alto , Aruba, F5;
• Basic knowledge of network support – Cisco, Palo Alto , Aruba, F5;
• Server OS support – Windows, Linux, Container Support;
• Data Circuit Vendor Support;
• Application and Load-balancer support;
• Strong process development and service delivery principles;
• Technical and hands-on experience supporting multi-platform server and application environments;
• Knowledge of ticketing systems and monitoring applications;
• Knowledge of backup technologies;
• Hybrid working availability;

What makes you stand out?

• Experience with Change Control Ticketing, Incident Reporting and Ticketing (Service Now experience a +);
• Firewall rule support, troubleshooting, adds, and removals (Palo Alto Support)
• Demonstrated ability to work in a large global company and or complex IT environment;
• Basic knowledge of routing and switching (Network certifications A+ Network+, CCNA)

Key Challenges

• Understanding varied and diverse platforms and technologies Server, Network, and Cyber Security;
• Remote access experience working in a fast-paced technical environment;
• Ability to understand server application down impact and manage all issues to resolution;
• Ability to understand Network down impact and manage all issues to resolution;
• Ability to understand Cyber Operations impact and manage all issues to resolution;
• Understand and follow established processes and procedures;
• Ability to manage/run conference calls on technical severity issue with varying levels of personnel;
• Understanding of incident management and escalation process;
• Strong process and service delivery principles;

Shifts:
Sunday through Wednesday (10 hours shift) or Wednesday through Saturday ( 10 hours shift)

#4workingdaysweek

What is in it for you?

• An opportunity to work in a fast-growing, innovative company with lots of room for progression and career growth;
• A fail-friendly environment that encourages learning and initiative;
• A yearly budget and the opportunity to build your flexible benefits package (up to 20% of your annual salary);
• 30+ days off (25 legal days off, 1 extra day off on your birthday, public holiday replacement days, extra buy/sell from your benefits budget);
• Performance Bonus scheme;
• Matching charity contributions, charity days off, and the Pay it Forward charity challenge;
• Core benefits - Pension, Life and Medical Insurance, Meal Vouchers, Travel Insurance;
• We champion flexible working, and our mission is to help you find YOUR work-life balance, whether that's standard working, flex-time working, or working from home;

As a company, we are committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections, and professional development benefits of working together in the office. Our teams will jointly identify at least one “anchor day” per week on which the full team will be together in person. This unwavering policy is carefully crafted to enhance team unity, inspire creativity, foster meaningful interactions between our colleagues, and help build our culture and local communities.

Founded over 20 years ago, Darwin's main ambition was to change the world of benefits. Fast forward to the present day and it is leading the way as a cornerstone benefits technology product in the Marsh Mc Lennan, (MMC), Tech portfolio. MMC are now building out their EMEA Technology Hub in Cluj, Romania.
MMC is a global professional services firm, headquartered in New York City with businesses in insurance brokerage, risk management, reinsurance services, talent management, investment advisory, and management consulting. It comprises the businesses of Marsh, Mercer, Guy Carpenter, JLT, Oliver Wyman and Darwin.
The regional hub will contain teams of Application Developers, Business Analysts, Project/Program Managers and other technology roles that require time zone overlap with clients in EMEA. As a regional hub we are equipped to scale our vast technical expertise through a variety of outputs, while helping to unleash our potential as one company, to effectively meet today's emerging challenges through the brilliant technology we build and deliver together.
Join us on this exciting journey as we look to scale our regional hub in Cluj.

#Darwin People #MMCTech