Associate Engineer - Service operations assosiate/Incidnet

Job Description

The role of Service Operations Associate is to work as part of a regional team of IT professionals focused on AZ IT service continuity through use of technologies providing observability, proactive monitoring and alerting to manage the health and availability of the IT infrastructure, applications and services. The team will work with the tools, data and alerts to prevent the occurrence of unplanned outages and spot anomalies with the aim of taking preventative action or instigate speedy investigation to minimise business disruption. For their shift window, as part of a 24/7/365 service, they will support all priority incident investigations to appropriate processes and standards, they will also support the accurate handover to the next shift. The role holder will remain stays in sync with processes of Incident, Major Incident, Event and Problem Management during and post the incident investigations including bridge calls.Accountabilities:The Service Operations Associate will be supporting daily service in the Command Centre areas, including:Service Operations: From shift handover support the Service Operations local Team with the daily activities for the Command Centre Service including supporting further analysis of priority issues with end-to-end thinking and monitoring of all updates per incident and managing daily tasks. Ensuring all incoming priority incidents from Service Desks are being actively worked upon enabling speedier resolution. Check that all relevant knowledge and updates are included in ticket during the handover to ensure the resolution continues at pace.Major Incident: during such an event provide any support required for the smooth operation until service returns to normal.Communications: ensure that updates about outgoing communications have been captured/recorded in the relevant incident tickets and readily available as needed for daily pulse calls or any partner concerns for information.Service Management: Adhere to the ITSM processes of Incident, Major Incident and Event management at all times and foster that culture in others across the teams. Awareness of Problem Management and checks/balances that all incident that require Problem Management are followed-on appropriately.Technologies: Participate in the use of daily monitoring and alerting information supporting proactive approach to issues.Continuous Service Improvement: supporting the Command Centre Team Leads to identify any areas within the day-to-day running of the Command Centre for improvements or automation of administrative tasks. Highlight any lack of information in knowledge articles or CMDB inaccuracies to ensure any gaps are closed.Function / Team / Location / CollaboratorsThe IT Service Operations Associate will be a member of a Command Centre Regional Team and works with the Service Operations Manager.The Command Centre service is 24x7x365 in a shift pattern to follow-the-sun of a given business day and may require some unsociable hours of work during critical issue management and handovers.The key stakeholders for this role are:Regional MIM & Monitoring LeadsETS Operations TeamsGlobal Service/Application OwnersRemote Channel Service Leads e.g. Service DesksSite IT Technical TeamsEssential Skills & Experience required:Fluent in English written and spoken.2-3 years experience of working in a responsive IT Service support organisation.ITIL Foundation level knowledge, particularly Incident & Problem ManagementCustomer focused and able to support global teams.Strong team working skills and information sharing skills.Attention to detail, thoroughness and end-to-end thinking for ticket management and information.Experience in supporting issue management.Experience of using Command Centre technology solutions, including ServiceNow or similar ITSM Toolset.,

Keyskills :
networkingjavatroubleshootingbasic