IT Senior Operations Engineer
Working in a contact centre environment resolving problems raised internally by Emirates Group staff or externally from Mercator customers by analysing incidents and making recommendations to the technical team that will help reduce the number of recurring incidents. To ensure that IT service operations remain within agreed service levels and minimize the adverse impact by proactively identifying and highlighting issues and risks.
Job outline
- Receive inbound and outbound calls, resolving incidents and problems to provide a superior service to our customers both internal to EG-IT and external to the Group and Mercator Customers. Ensuring that the service provided is in line with the specific qualitative or quantitative targets and Key Performance Indicators (KPIs) of the task.
- To analyse reported incidents and provide solutions to our customers enabling them to resume their work with a minimum disruption and within the agreed Service Level Objectives, KPIs and targets set.
- To coordinate with service providers (both EG-IT teams providing a service and external organisations like SITA, BT, etc) to ensure both the quick resolution of incidents and problems and the smooth running of our departmental and global operations.
- Drive Continuous Improvement by proactively identifying & highlighting issues and risks that may impact the services provided by Emirates Group IT or the Technical Operations Centre (TOC).
- Maintain the corporate data library and carry out regular audits, archival testing and recovery testing to ensure data can be retrieved as per the defined RTOs (Recovery Time Objectives) and RPOs (Recovery Point Objectives).
- Follow process & procedures in line with the TOC policies. Carry out knowledge transfer sessions within the team thus encouraging the culture of continuous learning & knowledge sharing.
- Provide input to and co-ordinate with technical teams to reduce number of recurring incidents (including security threats), to increase system availability and to reduce business impact in case of system failure as well as provide feedback to improve the automation of root cause analysis within the monitoring tools. Provide relevant feedback to technical, application and project team's developers to ensure fast incident/problem resolution.
Qualifications & Experience
12 years schooling Computer Science or Engineering qualification
Or
Relevant industry standard certification for example in ITIL/CCNA/MCSE
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