Overview

Technology and Innovation is responsible for ensuring the effective and efficient operational delivery of technology services across Link Group’s business units.
Link Group’s Global Network Operation Centre (NOC) is the central point for all mission critical IT infrastructure and application monitoring. The purpose of this role is to ensure that all alerts raised are responded to appropriately and in a timely manner to improve system availability and minimise any adverse impact to the business, maximising client satisfaction.
The NOC is a 24x7 operation and this role involves working on a 24x7 rotating shift roster. This will require working a mixture of day, afternoon and night shifts, including weekends and public holidays as well as a 24x7 call out roster. Overtime hours may also be necessary to achieve the efficient and effective performance of the role.

Key Accountabilities and Main Responsibilities

24x7 on site roster Respond to all alerts and events within service level agreements Perform first level triage on all incidents, troubleshooting hardware, software and network issues and resolve where possible Co-ordinate all incidents to ensure they are resolved within SLA and escalate to Major Incident Management when appropriate Management of all incidents and requests, logging them and keeping them current via ServiceNow system so that all users have a current status of their individual incidents and requests. Investigate the root cause of all incidents and implement a plan of action for permanent resolution. Work with Problem Management to identify reoccurring incidents and implement a Continuous Service Improvement programme to resolve these Increase knowledge base so more incidents are resolved by NOC rather than escalating to support teams Workload automation – manage, monitor and schedule all batch jobs using Control-M Management of monitoring tools currently in place, which include but aren’t limited to
- New Relic
- SPLUNK
- ServiceNow
- ManageEngine
- Uptrends
- Oracle Enterprise Manager
- HP BSM / Sitescope Verify documentation for any new processes. Additionally, existing documentation needs to be regularly reviewed and updated Execution of operational duties such Control-M management, daily check lists, backup management etc. Provide Business Service Desk support outside of 7am to 8pm core hours Event Management, including event correlation to avoid multiple calls for same incident Security Operations functions - identifying security issues and breaches Provide management reporting, weekly, monthly and as required. Develop a good understanding of business workflow to provide an efficient and effective response to users Ensure adherence to legal and regulatory requirements Support Link Group assurance programs that deliver effective risk management and compliance practices

Experience & Personal Attributes

Experience working a 24x7 rotating roster Programming or scripting experience Experience using Control-M batch scheduling tools Strong understanding of ITIL framework Advanced MS Excel skill including the ability to manipulate pivot tables and produce graphs. IT or related degree ITIL Certification