OPERATIONS :

- Act as the initial point of escalation for the team for all technical issues/queries.

- Ensure all logged incidents and client/production team queries are dealt with accordingly and within agreed SLAs daily.

- Work alongside Managers and Shift Leads to drive continual team process and skills improvement from feedback and analysis.

- Act as a super-user for new application/process onboardings, prepare detailed and clear documentation and then offload knowledge/process to the rest of the team.

- Assist the Operations Manager in defining, documenting, and maintaining the teams daily tasks/housekeeping.

- Carry out/oversee training for new starters/hires.

- Help the Shift Leads to maintain team skills grids, ensuring staff are current and sufficiently prepared to support stakeholder requirements.

- Drive creation of post-incident analysis and documentation of Correction of Error report.

Crisis and Incident Management :

- Aid and occasionally, handle major incidents across all WBDs platforms in line with the departments major incident management process.

- Capability of monitoring and supporting all WBD technical infrastructure.

- Responsible for monitoring and providing 1st line (Tier 1) support of WBDs network, infrastructure, Digital, and Distribution Services across 50 offices and production centers globally.

- This function supports the business 24 x 7 x 365.

- Incumbent will be expected to work shifts including weekends and night shifts.

Qualifications & Experiences :

- 5+ years Knowledge and experience working with network management tools such as configuration management, network health check tools, log collectors is a plus.

- Experience using SolarWinds, Dataminer, and other monitoring systems.

- Experience working with: Cisco Routers & Switches, Juniper, Palo Alto firewalls, AWS, Aruba, F5, cloud, and infrastructure monitoring & troubleshooting.

- Experience with ITIL principles.

- Bachelors degree in information technology, Information Systems, Computer Science or Engineering, or related field or equivalent experience.

- Ability to lead staff during an incident and through to resolution.

- Strong analytical and problem-solving skills.

- Excellent English written and verbal communication skills.

- Ability to implement new processes and procedures, ensuring staff is properly trained.

- Ability to negotiate staffing requirements and schedules to ensure 24x7x365 business requirements are met.

Not Required but preferred experience :

- Must be working in WBD for at least 6 months, although +1 year is recommended.

- Graduate/Post-Graduate in IT, IS, CS or Engineering.

- Crisis/Escalation and Command Centre Management experience.

- Global stakeholder and incident triage experience.