Incidents need to be correctly prioritised, effective solutions developed & implemented to restore business continuity within the optimum timeframe. 

The candidate is required to regularly perform tier 1 & 2 (front line & more in-depth analysis & resolution) support in order to ensure timely resolution through the effective exchange & application of skills. 

JOB SIZE

• EMEA level support with multi-cultural ‘customers’ 
• Specialises in support for a key business unit which typically involves multiple critical applications & infrastructure components needs to provide tier 1&2 support
• Dealing with all levels of employees including Senior Management & Global Service Participants & service providers 
• 24/7 operation that requires the jobholder to function without direct manager or technical support 

KEY ACCOUNTABILITIES: 

1. Takes ownership of calls from users who are experiencing service interruptions/outages which may be critical to business continuity. 
2. Provides optimum customer service by maintaining effective communications throughout the lifecycle of each incident. Includes adapting behaviour & communication (empathy, terminology, level of detail, pace etc) to take account of the specific situation & technical understanding of the user. 
3. Provides realistic advice on the priority of each incident. As needed, supports less experienced peers with advice on prioritisation etc. 
4. Uses established tools, processes & resources (product documentation, diagnostic tools, subject matter experts, service providers etc) & structured reasoning to perform an appropriate level of analysis of diverse types of incidents/requests, including new & complex incidents that are critical to business continuity & may require significant time to resolve. 
5. Escalates incidents that are technically not resolvable within the group & co-ordinates actions needed, including communications through to achievement of a successfully resolution. 
6. Follows the incident life-cycle through to resolutions, even when escalated or other teams are working the incident. 
7. Develops and implements workable solutions that restore service (balancing costs & service achieved, robustness, compatibility etc) in the optimum timeframe whilst working within required frameworks & guidelines. Includes developing temporary solutions that restore service whilst a permanent solution can be developed. 
8. Uses established methods & tools to evaluate and test the solution meets user needs & technical requirements. 
9. Uses job expertise, structured methods & reporting tools to identify potential correlation between incidents. Includes benchmarking with peers within own assigned support area, other support teams in EMEA & globally, in order to gain different perspectives on the route cause of problems & possible solutions. 
10. Documents conclusions including recommendations for further review, which may involve preparing & submitting the change request. Where an issue is current incorporates knowledge in the incident resolution. 
11. Shares all relevant knowledge regarding the solution with relevant peers. 
12. Aligns & collaborates with other IT areas to research, analyse & resolve single incidents & multiple incidents where there appears to be a pattern or trend. Accurately summarises & provides specific details relating to all aspects of the incident. Incidents could be highly complex (servers, networks, applications, databases etc) & directly impact critical business processes. 
13. Creates timely, accurate & concise records of all incidents that provide a clear summary of the incident itself, action taken & service impact. Includes asking effective probing questions to correctly determine actual impact (which could be broader) versus the user’s perceived impact, & writing records in appropriate terminology that is also understandable for user groups. 
14. Maintains timely & accurate updates of records & ensures that involved parties also create appropriate updates. 
15. Participates in continuous improvement initiatives (process, training, tools etc) by using specialised technical expertise & business knowledge to provide ideas & feedback on potential improvement opportunities. Will be involved in the development of new processes, procedures, documentation or training materials. 
16. Performs in depth analysis of departmental reports. Focuses on the identification of trends/impact, problems with new releases etc & prepares explanation & recommendations for formal review. 
17. Uses all learning opportunities to develop & maintain an in-depth knowledge of current company IT technologies (building blocks of applications, infrastructure components, diagnostic tools etc) used to support assigned business unit, together with a sound understanding of the different business functions, systems & processes & of their interactions & inter-dependencies 

MINIMUM REQUIREMENTS AND SKILLS LEVEL:

• Minimum 5 years’ experience in a similar position 
• Excellent IT skills with vast experience in Windows and Microsoft packages essential
• Good written & excellent verbal communication skills with experience of explaining complex technical incidents & requirements to non IT users in clear & non-jargonised language 
• Good interpersonal skills with the ability to interact effectively & gain cooperation during difficult incidents
• Good Team working skills with experience of contributing to team performance 
• Good results orientation with experience of consistently delivering required results within time constraints
• Good judgement & reasoning skills with the ability to determine the broader business impact of incidents & determine priorities 
• Good knowledge of key business processes & information flows in a large Company (Courier experience beneficial but not essential)
• Good knowledge of the functions, structure, processes & responsibilities of key I.T. groups within EMEA 
• Good knowledge of Courier infrastructure & of applications (Systems, Networks, Applications, Business Continuity, Service Level Management, Data Center) for one key business unit 
• Experience of using service delivery tools/processes to resolve complex IT architecture/application incidents within Service Level Agreement constraints including adhering to process and procedure 
• Good understanding of Service Level Agreements and Management 
• Good technical (programming, systems, networks, tools etc.) skills related to the technical environment of one key business unit
• Excellent process orientation with experience of mapping complex information flows/ requirements 
• Excellent analytical skills & problem solving skills with experience of analysing complex IT incidents & developing effective solutions 
• In depth understanding of IT documentation & information security legislation 
• Quality focused, accurate with attention to detail 
• Excellent planning & organizing skills with experience of coordinating activities across teams through to successful implementation 
• Good project management skills with experience of participating in IT projects