Provide technical support, resolving escalated technical support issues across the lines of business to ensure systems availability to the customer.
Support the timely delivery of IT Provision, Incident handling, Service Requests and Change Management by the team to the published SLAs and KPIs
Adhere to performance management in line with BT Policies and the 2way deal
Provide technical support in the delivery of the services offered by the team and input to service productivity to achieve targets. This may include escalation of issues out of hours and commitment to an on-call rota to meet the needs of the business.
Support Technical engagement of the team in the Problem Management process to participate in and own complex problem analysis and diagnosis, help mitigate any identified risks within the infrastructure and actively contribute to RCA recommendations.
Provide Line Manager early sight visibility of issues and concerns that could impact the Systems Engineering objectives, and effectively manage escalations.
Support the Performance of the team by recording, tracking and socializing the data of the team at team meetings as required.
Support the Operational elements on transformational opportunities to help meet Systems Engineering and business objectives and influence the business to adopt recommendations.
Support team Operational Work Package owners in the delivery of ICT based business transformation programmes, large strategic projects and new service introductions to agreed time, cost, and quality parameters.
Understands the interfaces with TSO design teams and other Datacentre’s units for technical area of responsibility, feeding in and supporting improvement initiatives and supporting and advising on strategy.
Support the management of vendor and supplier contracts and/or SLAs/OLAs to BT standards, ensuring value for money and adherence to agreed service/performance levels.
Practice CI methodology as a standard operating tool used by the team on a daily basis to identify areas of waste and drive improvements.
To provide analytical and innovative input to projects/operational issues as well as support negotiations.
May have a degree qualification (engineering/science) or has served a technical apprenticeship and/or obtained NVQ and/or further education technical qualifications (i.e. HND).
Holds or working toward ALP accreditation in a technology pertinent to the role.
Capable of delivering to high expectations and performance goals
Ability to engage people and implement change whilst delivering excellent business results.
Continually supports what is right for the business, a can-do approach
Can prioritise resources
Flexible and adaptability to out of hours working where required, understands customer requirements and can support changes in operational delivery plans in real-time.
Sound knowledge of Incident and change management processes and systems (Bridge/HPSM)
Planning and scheduling: Manages own time to meet agreed targets.
Stakeholder Management: Able to collaborate and work effectively across complex and matrix relationships, negotiating where needed to help support agreement.
Relevant understanding in technology/ skills in line with skills matrix for (Wintel/VmWare/Unix/CommVault) Support
Excellent customer relationship skills: including presentation of technical solutions, and major issue communication.