IT Service Delivery Professional

7 days ago


Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Nigel Wright Recruitment Full time
Job Overview

About the Role

  • Provide exceptional technical assistance to colleagues and serve as a subject matter expert within the team
  • Collaborate closely with both local and central Support teams to ensure successful project outcomes and meet Service Level Agreements
  • Anticipate workload demands and maintain a smooth operational environment
  • Participate in the Major Incident Response Team and be prepared to respond to critical situations as needed
  • Act as the point of escalation for technical issues raised by customers' frontline analysts and support colleagues
  • Offer out-of-hours on-call support and demonstrate flexibility with working hours when required

Key Responsibilities

  • Assume a mentorship role and guide new starters to ensure they are equipped to handle their roles with confidence, whether during regular hours or on-call situations
  • Be part of an elite team ready to respond to critical situations during on-call shifts or after-hours
  • Play a crucial role in building new customer environments, mastering the art of creating key components without compromising performance
  • Take ownership of specific areas such as shipping queries, factory issues, or scripting and become the team's trusted expert
  • Collaborate with external partners to ensure new software versions align with our support requirements
  • Assume the role of the Senior Agent and deliver engaging weekly knowledge transfer sessions that make learning enjoyable for everyone

Essential Skills

  • Experience in containerization technologies, including Docker
  • Experience in Linux operating systems, such as Debian and Ubuntu
  • Proven knowledge of web servers, including IIS, Apache, and Nginx
  • Experience in Ansible
  • Proven knowledge of querying databases, including Microsoft SQL, MariaDB, MySQL, Cassandra

Desirable Skills

  • Knowledge of SSL Certificates and virtual server platforms
  • Knowledge of deployment automation
  • Proven 3rd line support experience
  • Knowledge of scripting languages, such as Bash and PowerShell


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