About the role
- Ensure daily tasks and activities have successfully completed. Where this is not the case, recovery and remediation steps will be undertaken.
- Manage the patching and upgrade activities in support of ParentPay compliance programs. These being PCI DSS, ISO27001 and Cyber Essentials+.
- Ensure requests from the ServiceNow work queue that have been allocated to your relevant resolver group have been successfully actioned. These include incidents, problems, changes and service requests.
- Define the alerts and events that should be detected by the monitoring systems that ensure proactive management of a components health.
- Create and maintain support documentation in the form of departmental wiki and ServiceNow knowledge articles that allow for continual improvement of fault detection and recovery times.
- Work with colleagues to identify and champion the automation of all manual interventions undertaken within the team.
- Attend and complete all mandatory training courses.
- Engage and own the transition of new services into Service Operations.
- Participate in the out of hours on call support rota.
- Be the subject matter expert and represent your technical domain in meetings and forums.
Key Responsibilities
- Ensure daily tasks and activities have successfully completed. Where this is not the case, recovery and remediation steps will be undertaken.
- Manage the patching and upgrade activities in support of ParentPay compliance programs. These being PCI DSS, ISO27001 and Cyber Essentials+.
- Ensure requests from the ServiceNow work queue that have been allocated to your relevant resolver group have been successfully actioned. These include incidents, problems, changes and service requests.
- Define the alerts and events that should be detected by the monitoring systems that ensure proactive management of a components health.
- Create and maintain support documentation in the form of departmental wiki and ServiceNow knowledge articles that allow for continual improvement of fault detection and recovery times.
- Work with colleagues to identify and champion the automation of all manual interventions undertaken within the team.
- Attend and complete all mandatory training courses.
- Engage and own the transition of new services into Service Operations.
- Participate in the out of hours on call support rota.
Skills, Knowledge and ExpertiseExp: 5+ Yrs
· Experience working in an IT service delivery or support function OR
· MBA or Degree in Information Technology or Information Security.
· Experience working with Microsoft technologies.
· Excellent communication skills developed working in a service centric organization.
· Ability to interpret fault descriptions provided by customers or internal escalations and translate these into resolutions.
· Ability to manage and prioritize own workload.
· Experience leading technical or process-based forums and meetings such as the Change Advisory Board.
· Experience working within Education Technology would be an advantage.
Technical knowledge
· Advanced Microsoft Active Directory configuration and support.
· Microsoft Azure and AWS cloud hosting platform administration.
· Microsoft SQL server experience.
· Windows Server and desktop management and configuration.
· Microsoft IIS web services administration and configuration.
· SQL backups experience.
· Advanced scripting and automation capabilities.
· Advanced knowledge of IOT and device management systems.
· Good knowledge of Azure analytics and KQL.
· Advanced knowledge of cashless catering solutions.