Senior Environments Support Engineer
We are looking for a Senior Environments Support Engineer to provide support and take full ownership and accountability for the Incident Management process within the projects involved, including all major incidents that are reported and must be resolved. Once a major incident is escalated by units or 2nd-level technical staff, the Senior Environments Support Engineer should determine what resources and expertise are required to resolve the incident and set about forming a Major Incident Team that can resolve the issue as quickly as possible.
Responsibilities
- Lead, drive, facilitate and chair all investigation activities, meetings and conference calls with the client and support teams involved
- Serve as a single point of contact for any incident reported until it is resolved
- Maintain communication and coordination with the client and other stakeholders throughout the incident lifecycle
- Deliver regular status updates on incidents to stakeholders
- Engage the respective team, person or SME to provide the required assistance in resolving the incident
- Perform RCA following the contractual SLAs
- Run retrospective calls with client and all stakeholders
- Keep all administration work and reports maintained and up-to-date, including contact information, technical diagrams and post major incident reviews
- Foster process improvements and knowledge base improvements
- Continually maintain and develop tools and resources to manage major incidents effectively
- Deliver periodic major incident metrics reports
- Define procedures and policies by which technical support teams will operate
Requirements
- 3+ years of relevant experience
- Excellent communication and presentation skills
- Background in KPIs monitoring and reporting
- Strong customer-centricity with the capability to engage with client contacts at all levels
- ITIL Certified (or strong hands-on experience)
- Previous operational Major Incident Management experience is a plus
- Capability to lead teams and drive activities within tight timeframes
- Proficiency in teamwork and collaboration
- Methodical approach with strong attention to detail
- Competency in analytical problem solving
- Flexibility to work under pressure and to tight time scales
