Network Support

Recruiter
Randstad Strategic Accounts
Location
Marlow, UK
Salary
Competitive
Posted
02 Jun 2019
Closes
01 Jul 2019
Ref
1168927382
Contract Type
Permanent
Hours
Full Time
Network Support- 6 Month Contract - £150 a day

Position summary

This is a critical role within the UK Network Operations Centre (NOC) team that will be responsible for responding to, coordinating, communicating and leading the department's incidents and major incidents. A broad technical understanding across service operations and hosting is essential. Due to the nature and responsibly of this role the Incident Manager needs to possess the relevant skills to maintain a calm composure with the ability to command and direct with authority in a crisis.

This is a shift-based role (4 shift on / 4 shifts off) working as part of a team covering 24 hrs.365 days a year.

Principal duties and responsibilities

* Monitoring the end to end service solutions

* Identify potential service issues and failures

* Resolving issue by applying known fixes

* Performing technical system checks and implement preventives measures Coordinating and driving for resolution of all Incidents to meet customer(s) SLAs

* Accurately record and update incident tickets through their lifecycle.

* Generating accurate and informative incident communications and updates regularly throughout incidents.

* Leading and driving support teams to facilitate the prompt resolution of incidents.

* Ensuring operational pre/post shift readiness and coordinating shift handovers

* Ensuring team adherence to departmental policies and processes.

Required skills:

* Technical understanding of SaaS based hosting environments or a background within a 24x7 Operations Centre or NOC environment.

* Exposure to high transaction, high availability, 24x7 mission critical environments.

* Real-world exposure to incident management, problem management, change management, and a strong understanding of SLAs and OLAs.

* Strong crisis management skills - able to lead, direct others and remain calm in stressful situations.

* Ability to assess and respond to monitoring tools and alerts (such as Zenoss, Solarwinds, Nagios, HP OMi, or equivalent tools)

* Knowledge and experience in multi-platform technology environments.

* Ability to influence and lead technical conversations with various internal/external groups.

* Must be able to assimilate information quickly, make informed decisions and prioritise accordingly.

* Thrive in a fast-moving environment and cope with and react to constant change

* Experience of Service Management ticketing tools (such as Remedy, JIRA, Service Now or equivalent)

* Flexibility to work shifts

* Good Linux skills at command line level

* Must be confident, self-assured and proactive

* Strong interpersonal skills, influential and assertive

* Excellent communications skills - verbal, written and presentation

* A 'can do' attitude

* Energy and commitment

Preferred skills:

* ITIL V3 is desirable but not essential

Randstad Business Support is acting as an Employment Business in relation to this vacancy

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