Application Tech Support Practitioner

Project Role : Application Tech Support Practitioner
Project Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.
Must have skills : Infrastructure Service Management
Good to have skills : NA
Minimum 2 year(s) of experience is required
Educational Qualification : A 15 Years of full time education

Summary: The Command Center is the control point for all technical, infrastructure and application operations. This multi-tiered center is primarily responsible for responding to and resolving Incidents that occur within the project environment whilst also acting proactively to prevent incidents from occurring. In addition to coordinating and executing the response and resolution of incidents, Command Center is responsible for Major Incident (MI) communications among all parties operating within the project environment and the service recipients impacted by such incidents. Roles & Responsibilities: Consistent review of monitoring tools to proactively identify anomalies to notify both the Communication Lead and Service Availability Managers. Ensure that all the alerts from Big Panda are acknowledged and incidents are created based on the SOPs defined. Capture incident details and assist with identifying impact when engage via telephone. Ensure that any visual display screens within the MTOC are being used and displaying correct information. Effectively coordinate activities within the L1 and L2 resources within the respective Command Center team to ensure adherence to Service Level requirements and Operating Procedures, escalating when necessary. Communicate incident details and updates within the Slack collaborations tool where necessary. Execute the Marriott 15 Minute Drill using appropriate monitoring tools to identify issues appropriately. Professional & Technical Skills: - A good level of knowledge in ITIL service management framework. Understanding and knowledge of all Command Center processes and frameworks. Understanding of external and internal stakeholders and corresponding escalation matrix. Ability to work under pressure. Ability to work effectively as a team player. Very Good oral and written communication skills in English. Balancing and prioritizing activities basis the guidelines provided by the Communication Leads to make sure critical items are addressed. Additional Information: Bachelor Degree strongly preferred plus experience of Critical Incident Management, Service Management or Service Delivery roles. ITIL V3 Foundation certified. Directly related education, training and experience includes: A. Critical Incident Management experience. B. Knowledge of Incident Management procedures. C. Experience of Monitoring tools D. Experience of working within a Service Management framework. E. Work as a Team player.