Role Requirements: Manage and resolve Incidents and Service Requests using Service Manager 9, Key Management System, Facilities Monitoring and Cable Records Management; Monitor and manage the Facilities ICT systems; Work with the Technical Support Analyst to analyse and report on ticket data such as trending, fulfilment timeframes, SLA's etc; Coordinate Problem tickets with the Service Operations Problem Management team; Adhere to SLA s for Service Requests and Incident handling; Participate in the coordination of 3rd parties to insure SLAs are met; Keep the customer informed on status of Incidents or service Requests; Update identified gaps to existing procedures/work instructions (BAU); Assist the Regional Facilities Management team with escalations and service improvements; Assist the National Facilities Operations Manager with various requests/escalations; Provide back up support within the Facilities Technical Support Team; Technical Skill Requirements Bachelor's degree and prior relevant business experience. Data Centre operations experience Virtualisation technology experience, especially VMware and Oracle SPARC Experience with storage technologies in particular EMC and NetApp Experience with designing server & storage solutions Ability to articulate development, operational and technical issues to both technical and non-technical audiences Ability to express complex technical concepts, issues and ideas into various media; proposals, white papers, presentations and architecture designs Ability to meet travel requirements, when applicable. Must be a citizen Professional Skill Requirements Proven success in contributing to a team-oriented environment Proven ability to work creatively and analytically in a problem-solving environment Desire to work in an information systems environment with a focus on IT infrastructure Excellent leadership, communication (written and oral) and interpersonal skills Ability to manage team and delivery in complex environment. Experience
Required: Demonstrated experience working in a Technical Analyst role; Ability to perform under pressure and to tight deadlines; Demonstrated experience working within a Security conscious environment; Demonstrated experience working in a Defence environment. Must hold a minimum of a current NV1 Security Clearance. Recognised Degree in an ICT discipline; (Desirable) ITIL v3 certification (Desirable)