About the role
- Undertake daily tasks and activities that ensure systems and services are proactively managed.
- Administer the core monitoring platforms and technologies.
- Manage 3rd line support activities and act as escalation within the service operations function.
- Oversee capacity and performance processes for assets that are owned by your teams.
- Creation and maintenance of support documentation in the form of departmental wiki and ServiceNow knowledge articles that allow for continual improvement of fault detection and recovery times.
- Creation of automation scripts and routines that remove manual intervention from service operations.
- Testing and invocation of the business continuity and disaster service operations recovery plans.
- Completion of all mandatory training courses.
- Define acceptance criteria for the transition of new services into Service Operations.
- Participate in the out of hours on call support rota.
Skills, Knowledge and ExpertiseExp: 2+ 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.
· Advanced knowledge of enterprise monitoring solutions with Logic Monitor an advantage.· Advanced knowledge of API integrations between monitoring and management systems· Experience in creating end user monitoring solutions.· Microsoft Active Directory configuration and support.· Microsoft Azure cloud hosting platform administration.· Management of data and SQL backup solutions.· Advanced scripting and automation capabilities. · Advanced knowledge of Azure analytics and KQL.