Vacancies

Job Description:

Key Skills: UNIX, Windows, Clustering, Websphere, Tivoli, ControlM and MVS

Reporting to one of four Team Leaders and as part of a 24x7 rotating shift structure, the successful candidate will be responsible for the 1st level monitoring, diagnosis, and problem investigation activities in support of key services. The job holder will be expected to have performed a similar role within in a high availability, midrange data centre environment.
Therefore experience with mission critical systems environments will be a major advantage.
There are also a number of more junior positions available if your skills aren’t complete, or you are looking to move into a more interesting position?

The job holder will be required, at any time of day or night, to:-

• Manage the primary services across 2 data centers. Provide first level diagnosis and resolution of problems.

• Maintain Customer Service standards by ensuring communication with customers are pro-active, polite and informative so that customer care is maintained. Interact with the regional helpdesk to facilitate the customer requirements where appropriate. Build and enhance relationships with the customer to ensure their business expectations are met.
• Ensure all Incidents records provide an accurate log of events, are assigned to the appropriate area for follow up/resolution. Validate all change records, add/refine technical scripts to ensure technical scripts are accurate; and approval has been gained prior to implementation where appropriate.
• All Remedy tickets records must adhere to the appropriate guidelines technical documentation manual.

• Ensure all escalation and reporting criteria are performed in a timely and concise manner as dictated in operational procedures.
• Ensure that all regional service levels are understood and adhered to.
• Resolve incidents as and when they arise to restore service,
• Ensure that permanent fixes for service impacting incidents have been through the correct levels of testing prior to deployment into production.
• Previous experience in managing a mission critical real time system,
• Excellent problem solving, communication, interpersonal and presentation skills.
• Ensure that correct support resources are involved in discussions of problems & planned changes to ensure that impacts of any work is known, understood and documented,
• Excellent written and oral skills with the ability to provide accurate and comprehensive reporting, with the aim to diagnose potential problems and recommend an appropriate resolution,
• Strong persuading and influencing skills, with the ability to liaise with different levels within the organisation and different cultural environments,
• Excellent problem solving, communication, interpersonal and presentation skills.

This role will require the job holder to work with a wide range of technical specialists, vendors and management to achieve excellent results within tight timeframes. The job holder will need to be highly self motivated and able to work independently, using their own initiative.

Knowledge, Skills and Experience – Additional information

The successful candidate will possess the following skills/knowledge:

• Significant 1st Level Operations experience,
• Understanding and exposure to Unix, Windows, Clustering technologies, Ab Initio, Websphere MQ, Tivoli, Connect:Direct, ControlM and MVS/TPF,
• Good understanding of mid-range server environments including Sun, IBM and HP/Compaq,
• Knowledge or use of Remedy and Problem and Change Management Tools would be useful,
• Previous experience in a Software or Application Support role is critical,
• Proven experience of working in Client Server environments

Please call Paul @ CITR for more details on this role and other 24x7 positions we are currently recruiting for.

For further details, or to apply, please contact us on 01353 665000 or email admin@citr.co.uk

CITR Ltd operates as a recruitment agency in providing permanent job-seeking services and as a recruitment business in providing temporary or contract job-seeking services.