Maintaining vigilance to early warnings raised via the NOC monitoring wall and alarm console, ensuring that alerts are handled in accordance with agreed policies in a timely and efficient manner.
Ensuring service affecting incidents are responded to, appropriately logged, investigated and resolved, escalating where necessary.
Ensuring production systems are functioning correctly via the completion of the IT Operations daily checklist.
Communicating effectively with senior managers and stakeholders when handling escalated issues.
Logging requests for change and incidents in the Remedy ticketing system.
Measuring the impact of system, policy or procedural change and providing prompt and accurate feedback.
Coordinating planned maintenance work and checking for scheduling clashes for all high risk changes.
Disabling, enabling, retracting and re advertising services to facilitate planned maintenance.
Communicating with stakeholders at key times to ensure that work is proceeding according to the agreed schedule, escalating appropriately where work is delayed or does not go according to plan.
Working as the first point of contact for the production IT service and associated Infrastructure for internal departments and senior members of staff.