Backline Technical Support

2 weeks ago

Swindon, United Kingdom Capita IT Resourcing Full time

Objective

To be part of a larger team who collectively deliver a world class seamless 24/7 IT Service Operation support, by effective system monitoring and providing a professional and highly engaged, technically able, workforce.

Using tools, techniques, and initiative to achieve best in class service.

Ensuring all clients and systems are optimised and updated during the most convenient times to maintain BAU function.

Working within strict SLA timelines mean restoration of service is a priority, short term workaround solutions can be required if the longer-term solutions need to be developed, Problem Management is there to protect clients from any known issues. Lead from the front on all technologies consumed and used by us, Train, coach, and mentor peers and the wider Frontline workforce to ensure the effective working of the entire SOps team.

The establishment of root cause from any unplanned outage/complex IT failure is paramount.

Accountable to Problem Manager - Service Operations

Responsible
- Own the problem management process in accordance with the business & client needs.
- Act as a bridge between (clients, Frontline and other Our stakeholders) and development
- Support on execution of the end-to-end post-mortem including actioning all of the lessons learnt tasks.
- Identify and classify Problems and their root cause, ensuring a timely resolution to prevent recurring Incidents in accordance with the Problem Management plan.
- Provide recommendations for improvement to services with the purpose of increased availability, improved service levels, reduced costs, and improved convenience and satisfaction by reducing the number of operational problems
- Define and implement criteria and procedures to report problems identified, including problem classification categorization and prioritization
- Perform proactive problem management, collect, and analyse operational data (especially incident and change records) to identify emerging trends that may indicate problems.
- Participate in and assist with the facilitation of ad-hoc and recurring meetings pertaining to problem management and process related gaps.
- Revise and maintain a problem management plan, policies and procedures that reflect industry best practices
- Develop, measure, and analyse the Critical Success Factors and Key Performance Indicators and generate metrics reports.
- Coordinate with internal management and provide consultation to all process services.
- Assess and build action/development plans for current & future technology knowledge & skills that are required within the Sop’s wider team, to succeed in Service Delivery.
- Optimise Support ticket/workflows in line with Support Standards and Procedures to deliver a high and consistence performance as a team, whilst also committing to the adherence of the client SLA.
- Proactively identify any potential disruption to any or all products & services for our clients.
- Resolve a range of complex issues quickly and smoothly, taking ownership for all tickets, including longer-term issues, through to successful resolution and with a primary goal of identifying the Root Cause so that reported problems will not reoccur.

Working relationships

All internal teams and departments, corporate customers and suppliers

Key result areas
- Good Feedback from clients & internal departments
- Ticket management and SLA Adherence
- Raise quality defects/SUPPS with engineering, measured by above 70% acceptance
- Own Post-Mortem tasks and actions
- Client satisfaction: Measured by Ticket feedback, Annual survey results, Escalations
- Individual Performance: Tickets/Attitude/Professionalism
- Adherence to Support Standard & Procedures
- Proactive ideas and projects initiated
- Demonstrating strong ownership and accountability
- Improvement Ideas, Knowledge sharing, Coaching & Mentoring
- Taking ownership of longer-term issues through to resolution, with an aim that the problem will not reoccur by identifying the Root Cause, while providing consistent professional customer service to ensure client satisfaction from exemplary communication.
- Reviewing and approving of system and configuration changes
- Acting as a gatekeeper for all new products and technologies entering Sops
- Creating quality reporting and making data lead discissions, using trending data to identify and target ticket reductions, firstly in ticket volumes and then focusing in on time reductions if the ticket cannot be deflected.
- Development of training material and successful growth and readiness of the wider SOps teams

Core skills

Essential Skills
- Demonstratable problem solving and ownership skills
- SQL - Experience in complex writing SQL queries
- Unix - Highly capable and demonstratable effective competence
- Java - Ability to read Java code
- Experience in the definition and design of complex solutions
- Experience in building and selling business cases for complex projects
- Proven experience in client relationship managem

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