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Service Operations Centre Associate
2 weeks ago
About the Role
As part of the Service Operations Centre team, you will be experienced within the technical helpdesk or call centre, Telecoms or IT Services marketplace and will be asked to provide coordination and control for the works undertaken by our engineering team, on behalf of our Customers.
This is a great entry level opportunity to start your career in the Financial Technology and financial market IT services and progress into engineering roles at our company.
This role is on a Night Shift Rota Plan (24/7 Operation), therefore flexibility and availability for overtime work is essential with ability to adapt to occasional changes in shift pattern.
Part to Play
- The responsibility of the SOC analyst is to register and classify received incidents and to undertake an immediate effort to restore a failed IT service as quickly as possible.
- Proactive monitoring and system health checks of customers voice recording infrastructure.
- Incident Management: own incident and problem management, ensure that incident tickets are tracked and updated correctly, focus on SLA's and customer communication.
- Capture and analysis of system logs and alarms.
- Liaison and escalation for technical support including internal Tier 2/3 teams and manufacturer when appropriate.
- Management and administration of Voice recording and data capture products, ability to understand the solution and provide first line support.
- Maintain our Company database and ITSM platform with uptodate records and auditable work logs.
- Assist in Troubleshooting and problem diagnosis on system and network technologies impacting the platform recurring incidents or software bugs.
- Perform rollouts of software updates and maintenance patches into production during scheduled maintenance windows.
All About You
- Must have a minimum of 1 year of commercial IT experience.
- Must demonstrate a track record of selfmotivation with a thirst for learning and understanding new technology.
- Flexibility, autonomy, and initiative.
- Ability to work both within a team and transversal with remote teams.
- Able to remain focused under pressure and organized when faced with multiple requests/incidents.
- Customer focus oriented, strong clientfacing communication skills.
- Ability to work within a global client base and international internal teams.
- Strong problemsolving skills, demonstrating ownership and drive to resolution.
- Willing to adapt to changes of role and responsibility as the business requirements change.
- Active interest in technology, communications and networking technologies
We believe and will relentlessly promote and support the power of diversity, equality and belonging, through collaboration and creating exceptional solutions together.
Schedule:
- Monday to Friday
Ability to commute/relocate:
- Cardiff, Cardiff: reliably commute or plan to relocate before starting work (required)
Education:
- A-Level or equivalent (preferred)
Experience:
- customer service (preferred)
Licence/Certification:
- Driving Licence (preferred)
Work Location:
In person
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