Event Management - Monitor Notifications and Events generated by automated systems and act as required when particular events/notifications occur.
Incident Management - The Shift shall be responsible for all incidents logging, triage and assignment on both the DNS Microsoft System Centre Service Manager Toolset and the ServiceNow Toolset. All incidents support shall be Reported, Recorded, Routed and Managed through the SPOC.
For the purpose of the Service Will receive incidents/faults from other RG support (Official Sensitive) manage the resolution, keeping the Service Desk record updated in accordance with agreed Work Instructions.
Will receive incidents/faults from 3rd Line support, pass the details to 3rd parties, manage the Incident to resolution in conjunction with the 3rd parties, keeping the Service Desk record in both Toolsets updated in accordance with agreed WI
Request Fulfilment - Will receive and fulfil simple Service Requests based on the defined Service Catalogue including add, change or remove access to Production or Pre-Production.
The 2nd Line Server Support will be responsible for carrying out daily checks for the following:
a. Application Daily/Weekly/Monthly checks based on defined Work Instructions
b. Infrastructure Daily/Weekly/Monthly checks based on defined Work Instructions
c. Application patches deployment against the defined applications/infrastructure outside the core business hours
d. Support and participate as required in all Change Management Activities
Working Hours : 24X7 Over 3 shifts per day
Previous experience of working in a similar 2nd line support role.