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Job Title: Operation Technician
Team: Collaboration Solution Support
Scope: Global Support
ident Management Lead
Job Summary
The primary responsibility of the role is to provide third level of support to end users Incident, service catalogue Tasks, Problem cases that have been escalated by lower tiers. The candidate will be part of the Collaboration Solution Support team and responsible for supporting End User Technology Services (i.e., Messaging / Outlook, Zoom, MS Digital whiteboard Mural, Miro, Lucid, Planner, To Do, Project On Web , Microsoft VIVA , Kaltura, Cvent, Slido). Candidate will be working in rotational shifts including night shift
Essential Functions of the Job:
- Investigate and diagnose Incidents to restore a failed IT Service as quickly as possible
- Resolve Incidents within the specified Service Level Agreements/Operational Level Agreements
- Identify improvement opportunities within incident resolution
- Provide specialized investigation and diagnosis of all Incidents and Service Catalogue Requests
- Liaising between Outage Management and other Technical support team on Infrastructure outages for resolution.
- Enable standardization of processes and working practices as they relate to End User Incident track.
- Review Operation Manuals, Production Support Procedures and provide input into projects to ensure Collaboration Solution Support receives the correct level of technical information (knowledge and access) required to support new applications/services.
- Create and update knowledge articles
- Improve efficiency of Operations by implementing efficient automated processes.
Knowledge and Skills Requirements:
- Knowledge in all aspects Incident Management processes and High Priority Incidents.
- Ability to work well in high pressure environment whilst maintaining focus and sense of urgency.
- Ability to coordinate various levels IT Services personnel across multiple locations and cultural backgrounds
- Ability to demonstrate analytical/decision making while preparing reports or working independently.
- Ability to coach & develop in an escalated role
- Familiarity with Quality Management Processes
- Ability to multitask time critical tasks while maintaining highest levels of quality
- Familiarization of current IT infrastructure and application technology.
- Understanding of ITIL Service Management principles particularly Incident, Problem and Change Management.
- Strong listening, written and verbal communication skills.
Process Alignment/Technical Leadership:
- Ensure team adherence to established processes.
- Implement process improvement plans including training, shift left activities and identification of automation.
- Seek out solutions to technical questions and service support inconsistencies.
- Provide technical triage and resolution steps for new applications/services from escalation support teams.
- Provide technical assistance to the End User Technical issues
- Track team within P1 Incident Management. Helping in identification of appropriate recovery actions and required technical resources.
- Review Ops Manuals and PSPs and provide input into projects to ensure ISM receives the correct level of technical information (knowledge and access) required to support new apps/services.
- Drive automation of redundant incident resolution activities.
- Promote operational excellence by challenging current practices, carrying out research and contributing new data and insights into team’s best practices.
- Technical involvement/advice within Service Intake and/or within projects for new services which fall under the End User Technical track
Technical Skill
- Excellent Knowledge MS Outlook, Outlook Web Application, Auto discover, Shared mailbox, etc
- Key skill with Outlook technical support and Exchange support
- Knowledge in Mural, Miro, Lucid and MS whiteboard
- Knowledge in Event platforms such as Kaltura , Cvent and Slido
- Understanding in Planner, To Do, Project On Web and Microsoft VIVA
- Understanding in Windows Operating System, Active Directory, Network LAN/WAN
Coaching & Development:
- Promote operational excellence by challenging current practices, carrying out research and contributing new data and insights into team’s best practices.
- Coach and develop more junior members of the Collaboration Solution Support team by:
- Reviewing others’ work for compliance with team quality standards and provide suggestions for improvement.
- Providing constructive feedback tailored to each person’s style and environment.
- Adopting appropriate coaching techniques to meet the various needs of team members.
- Recommending development activities tailored to each team member’s needs and learning style.
Job Requirement:
Education
- Any Bachelor’s degree or related discipline
Experience
- Overall 6-8 years & Minimum 3-4 Years of experience in Incident Management
- Good technical background with understanding of large complex infrastructure
- Experience working with IT requirements of a global firm
- Experience of ITIL Major Incident Management and coordination in a large organization
Certification Requirements:
Must have
- MCSA: Windows Server 2016
- ITIL Foundation certification
Good to Have
- MCSA: Office 365
- Designing and Deploying Microsoft Exchange Server 2016(Exam 70-345)
- MCSE Productivity Solutions Expert
- Microsoft 365 Certified: Teamwork Administrator Associate
- Microsoft Certified Desktop Support Technician (MCDST)
- Knowledge in analytical tools like Power Bi, Spotfire, Tableau.
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