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Specialist, Functional Support
4 weeks ago
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Job Description
- To maintain service and application stability, availability and reliability through the facilitation of the various Service Management processes and associated activities.
- To provide level two technical support coupled with business or domain knowledge to ensure continued and quality service across geographies. Interpret complex cross functional and multi-geography data and provide recommendations to improve technology resilience
Qualifications
- Type of Qualification: First Degree
- Field of Study: Information Studies
- Type of Qualification: First Degree
- Field of Study: Information Technology
Experience Required
Delivery Enablement
Technology
5-7 years
- Experience gained in providing level 2 technical support to an area of the business. Gain understanding and experience of the various disciplines within technology and how these relate to each other.
5-7 years
- Proven experience in application of service management processes and frameworks with key competencies in:
Service Monitoring:
- Oversee the performance of IT services and ensure they meet predefined service levels.
Incident Management:
- Handle and resolve service disruptions quickly to minimize downtime.
- Coordinate with technical teams for rapid restoration of services.
Problem Management:
- Conduct root cause analysis (RCA) for recurring issues.
Change Management:
- Manage and document changes to IT services to minimize risk and impact on the business.
Reporting:
- Create and analyse service performance reports to inform management and stakeholders.
- Track performance metrics (e.g., uptime, response times) against Service Level Agreements (SLAs).
Customer Support & Relationship Management
- Collaborate with the service desk to improve user satisfaction.
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