Job ID SNS-0900

Posted On

25-Nov-2024

(146 days ago)

Job type

Contract

Sector

Technology

• Create and submit knowledge articles to increase 1st-time fix rates.
• Develop, maintain and update NOC processes and procedures.
• Ensure faults are escalated and resolved within the customer contracted Service Level.
• Proactively monitor IMO systems and networks via our internal monitoring system,
• investigating, troubleshooting, resolving and escalating issues.
• Provide incident management and technical resolution of 1st line network-related faults and prompt escalation to 2nd line when required.
• Support and assist 1st and 2nd line facing support teams on all channels and products, especially with regards to technical issues which need escalation & higher-level investigations.
• Maintain and update the ticket management system throughout the incident lifecycle. Ensuring the team maintain a high level of accuracy and detail in each ticket.
• Raise, track and manage all defect/problem tickets, ensuring we implement actions to mitigate against recurring issues.
• Engage and proactively feedback on system and process improvement.
• Track scheduled change requests, ensuring pre & post checks completed. Ensuring the timely documentation of all fixes and changes to the Network.
• Working with mixed vendor network kit as well as IT systems.
• Diagnosing the root causes of network issues using analytical and problem-solving skills.
• Drive a culture of continuous improvement ensuring technical support processes are
• continuously updated and that support teams are fully trained on any changes. Audit and review processes on a regular basis.
• Work on improving alarm correlation and monitoring of all technical infrastructure.
• Provide weekly reports on network and service availability and performance.
• Be prepared to go On-call duty and shift as part of a rota, to support the smooth running of our 24/7/365 network. Responding to incidents and supporting the Infra and Application teams in IMO problems, network maintenance and repair.
• Any other duties that may be required to ensure the successful operation of the IMO network & applications.