Reporting to the IT Operations Manager you will be responsible for the management of the companies live IT estate including second line application support, infrastructure stability and performance, achievement of agreed and implied service targets, delivery of agreed service improvement plans, custodial responsibility for capacity planning, and effective transition of any change into the live estate. You will be expected to constantly strive to provide fast service recovery when necessary, and improve service levels. Work within the company's IT processes, always seeking to improve service and performance. You will also be required to work shift patterns outside of normal business hours.
The role may be split between 3 sites to be agreed based on site availability. There is a requirement to occasionally travel to other sites and customer sites.
·Provide second line support for applications and systems.
·Work with IT service management partners to ensure service is restored as quickly as possible in the event of a major incident, and provide good, clear communications to the incident management teams. Manage incident queues effectively and efficiently for non-major incidents.
·Work with service management teams to resolve all problem records within SLA via the problem management process to drive IT improvement plans to prevent recurring incidents
·Manage "BAU" demand for IT services such as requests for information, approved config changes, etc.
·Carry out deployment of new system implementations, integrations, upgrades and additional features to ensure that changes are managed effectively with a minimum disruption to the business. This includes control of projects delivered by other teams and 3rd party suppliers.
·Work with service management partners and 3rd party application providers to improve IT services through the development of Service Improvement Plans.
·Manage any operational tasks not covered by 3rd party suppliers and develop plans in integrate those tasks into the standard rule book.
·Work closely with the entire IT team, business stakeholders, customers and 3rd parties to constantly strive to deliver the best IT service possible.
·Excellent communications (written and oral)
·Strong technical experience and aptitude (application, infrastructure and data), and a willingness to learn more
·Solid IT technical background in areas such as IT support, management of software development, service management or IT project management
·Exposure and basic understanding of ITIL service management principles
·Able to work accurately and clearly explain technical matters to non-technical users in both written and verbal forms
·Deep understanding of the company's systems (application, infrastructure and data)
·Experience in technology retail, telecoms and/or logistics industry
·Experience facing multiple clients