Job Description
Who we are looking for
An IT Operations Engineer, who will use bespoke tools to proactively monitor key infrastructure, whilst supporting the live production environment of our website.
The IT Operations team is primarily focused on providing support to the production IT service, comprising all customer facing products and critical internal Business systems.
You will respond, investigate, escalate and resolve incidents and changes that affect the Business.
The day to day work is interesting, challenging and fast paced amidst a hardworking and delivery focused company ethos. Whilst this is an IT based role, prior technical experience is not a prerequisite, as all relevant training will be provided.
Preferred Skills, Qualifications and Experience
- Strong interpersonal and customer service skills.
- Excellent ability to multitask.
- Proactive, with the ability to make and act on decisions when under pressure.
- Self-motivated with the ability to work unsupervised.
- Excellent analytical and troubleshooting skills, with high attention to detail.
- Concise written and verbal communication skills.
- Quick learner with a willingness to learn new skills.
- Working knowledge of computer networking and Cisco technologies.
- Experience working with and troubleshooting Windows Server and Linux operating systems.
Main Responsibilities
- Maintaining vigilant to early warnings raised via the Networks Operations Centre, monitoring wall and alarm consoles and ensuring that alerts are handled in accordance with agreed policies in a timely and efficient manner.
- Ensuring service affecting incidents are responded to, appropriately logged, investigated, resolved and escalating where necessary.
- Completing daily tasks to ensure production systems are functioning correctly.
- Communicating effectively with senior managers and stakeholders when dealing with escalated issues.
- Logging requests for change and incidents in the Remedy ticketing system.
- Measuring the impact of system, policy or procedural change and providing prompt and accurate feedback.
- Coordinating planned maintenance work and checking for scheduling clashes for all high risk changes.
- Disabling, enabling, retracting and re-advertising services to facilitate planned maintenance.
- Communicating with stakeholders at key times to ensure that work is proceeding according to the agreed schedule and escalating appropriately where work is delayed.
- Acting as the first point of contact for the production IT service and associated Infrastructure for internal departments and senior members of staff.
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