Incident Management - Will receive incidents/faults from SPOC & 2nd/3rd Line support or 3rd Parties to manage the resolution, keeping the Service Incident record updated in accordance with agreed WI.
Problem Management - Will proactively review the Incident, Problem and other Service Management data to identify potential problems and recommend solutions.
Change Management - Impacting, building, delivery and supporting of changes in accordance with agreed Processes and Work Instructions.
Service Request Fulfilment - Fulfilment of Complex Service Requests based on the defined Service Catalogue including add, change or remove access to Production or Pre-Production.
Excellent team player, takes ownership of assigned tasks, anticipates, and identifies potential issues and service improvements. Experience of IT support incident resolution and / or system management of secure IT solutions, IT infrastructures, application hosting or components that contribute to IT service delivery.
Excellent customer communication skills.
Technical knowledge of secure IT infrastructures, applications and IT security policies and enforcement.
Experience in supporting secure IT infrastructures
Experience in incident resolution and / or system management of secure IT infrastructures
Awareness of Agile Working Methodology
Proven technical understanding and support of some or all of:
Understanding of ITIL Service Management
3rd Line Support of Biometric Applications in a Windows environment
Supporting Biometric Applications with a database component (SQL Server 2016)
Experience of Message orientated middleware systems, ESB, Java and Apache QPID based
Management and Configuration of .Net/Java applications, Tomat.
Experience of Pacemaker Clustering
Data migration experience
Experience of Biometric Systems and data formats, and/or Aware BioSP
Microsoft SharePoint Server 2013
SharePoint Site Management