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Responsibilities :
- Create and submit knowledge articles to increase 1st-time fix rates.
- Develop, maintain, and update NOC processes and procedures.
- Ensure faults are escalated and resolved within the customer contracted Service Level.
- Proactively monitor IMO systems and networks via our internal monitoring system, investigating, troubleshooting, resolving, and escalating issues.
- Provide incident management and technical resolution of 1st line network-related faults and prompt escalation to 2nd line when required.
- Support and assist 1st and 2nd line support teams on all channels and products, especially with regards to technical issues which need escalation & higher-level investigations.
- Maintain and update the ticket management system throughout the incident lifecycle, ensuring high accuracy and detail.
- Raise, track, and manage all defect / problem tickets, implementing actions to mitigate recurring issues.
- Engage and provide feedback on system and process improvements.
- Track scheduled change requests, ensuring pre & post checks are completed, and document all fixes and changes to the network.
- Work with mixed vendor network equipment and IT systems.
- Diagnose root causes of network issues using analytical and problem-solving skills.
- Drive continuous improvement in technical support processes, ensuring they are regularly updated and support teams are trained on changes.
- Regularly audit and review processes.
- Improve alarm correlation and monitoring of all technical infrastructure.
- Provide weekly reports on network and service availability and performance.
- Be prepared to work on a rota for On-call duties, supporting 24 / 7 / 365 network operations, incidents, and maintenance.
- Perform any other duties necessary for the successful operation of the IMO network & applications.
Seniority level
Entry levelEmployment type
ContractJob function
Engineering and Information TechnologyIndustries
Business Consulting and ServicesThis job is active and accepting applications.
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