Posted: 21 March 2014 at 17:00 Expires: 18 April 2014 at 17:00
Posted In: IT/Communications > Software Engineer
Location: United Kingdom > Wigan
Montash are exclusively engaged with a FTSE 100 client to secure an Infrastructure Support Analyst to play a key part in the new Team dealing with all IT Service and Incidents across the entire business.
Thus role will have a strong focus with Hosting (VMWare, Windows, Unix, Storage, Backups, AV and Data Centres) alongside a very customer-facing role with the ability to also provide prioritisation, coordination and ownership of this piece.
Job Description
The focus:
The role requires the effective coordination, technical oversight and associated incident/escalation management on a 24/7 basis to support Incident Resolution and Problem Identification.
This role will facilitate effective communication between all suppliers at all times during an incident while concurrently maintaining transparency with the affected customer(s)
Take full ownership of high-impact & complex technical Incidents in order to prevent out-of-process escalations
Collaborate with the Incident and Problem Management Organizations through agreed processes
Incident management covering technical troubleshooting, resource co-ordination and dispute resolution as required on an incident by incident basis
Drive all required Critical Success Factors and Key Performance Indicators and provide in Root Cause Analysis, CLCA analysis and feedback as needed
Candidates for this role must be prepared to work flexibly to answer the needs of the business
Ideal background/experience:
7-10 years experience across a wide range of technical areas
ITIL Foundation v.3 certificate
Technical background in VMWare, Windows, Unix, Storage, Backups, AV and Data Centres
Experience within a customer-focused role and willingness to provide planning, coordination, ownership and accountability for each escalation handled with tact and diplomacy at all times
Experience working in a large technical support organisation
Strong stakeholder management/engagement skills as relation-building will be key to success in working with the wider IT function and with customers
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