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Service Operations Technician
2 months ago
Job Summary
The People Network is seeking a highly skilled Technical Support Specialist to join our Service Operations team. As a Frontline Technical Support Engineer, you will play a critical role in delivering world-class, seamless 24/7 IT operations support to our clients.
Key Responsibilities
- Act as a bridge between clients and the wider PPS business and teams, delivering a rapid response to all tickets and alerts to ensure a quality service and minimize BAU disruption.
- Make system changes in line with strict Change Management processes.
- Provide recommendations for improvement to services, focusing on increased availability, improved service levels, reduced costs, and improved convenience and satisfaction by reducing operational problems.
- Ensure regular and effective communications with clients and internal stakeholders using ticket management for a crisp audit of all actions.
- Investigate and diagnose problems using relevant subject matter experts to assess and analyze root causes.
- Maximize Ticket workflows by working within published and contractual SLA's, escalating where necessary.
- Be a voice and resolver during any and all Major Incidents, capable of taking the lead in Scribing, Time keeping, Communications.
- Stay up to date with all current PPS technologies by making time inside and outside of working hours.
- 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.
- Optimize Support ticket/workflows in line with Support Standards and Procedures to deliver a high and consistent performance, while also committing to the adherence of the client SLA.
- Proactively identify any potential disruption to any or all products & services for our clients.
Requirements
- Demonstratable problem-solving and ownership skills.
- SQL – Experience in complex writing SQL queries And/Or.
- Unix – Highly capable and demonstratable effective competence And/Or.
- Java – Ability to read Java code And/Or.
- Experience in the definition and design of complex solutions.
- Proven experience in client relationship management.
- Fluent English.
- MS Office.
Desirable Knowledge/Experience
- AppDynamics.
- Jira/Jira Service Desk.
- Confluence.
- OpsGenie.
- Citrix.
Education
Degree or equivalent in a computer science or a scientific/technical discipline (desirable).
Behavioral Skills
- Well organized – able to plan own work and track progress against a plan.
- Methodical worker, high attention to detail · Tenacious problem solver.
- Flexible, can cope with changing priorities.
- Strong communicator, both written & oral. Able to explain technical issues and solutions to peers.
- Self-starter, team player.
- Able to build relationships with external companies.
- Excellent interpersonal skills.
