► MNC, Legal Firm
► Office Hour
► Working Location: Raffles Place
Application and Infrastructure Support
Works with the Team Leader to ensure effective, seamless support for end users to include
Support of applications and infrastructure;
Ensure effective hand-offs between global Service Management teams and Regional IT Support Officers;
Ensure effective, reliable and efficient end to end processes (internal and external) are in place;
Embed continuous improvement and leading by example;
Operate within Service and Operational Level Agreements and performance reporting; and
Ensure customer satisfaction levels (for example, as reported in the Customer Satisfaction Survey) are maintained and reflect business requirements.
Maintain appropriate documentation (including knowledge bases containing known issues /workarounds and support handbooks) for effective 3rd line support
Build and Implementation
Provide specialist guidance information to the Support, Systems Testing and Quality Assurance functions
Monitor effectiveness of installation and ensures that appropriate recommendations for change are made
Ensure that documentation and training materials are created and are suitable
Ensure the correct implementation of standards and procedures
Refer to domain experts for guidance on specialised areas of risk, such as architecture and environment.
Take part in audits and risk assessments as directed by the Global Application and Security Manager.
Participate in disaster recovery rehearsals to prove their effectiveness
Diagnose all incidents/problems escalated to 3rd line support and identify root cause and actions required to maintain or improve service levels
As necessary investigate high impact incidents/problems through involvement in SWATs
Develop implementation plans for dealing with requests for change; evaluate risks to the integrity of the service inherent in proposed implementations; seek authority for those activities; and undertake review of effectiveness of change implementation.
Define and deliver continuous improvement programmes, in conjunction with the Team Leader and Global Service Management teams, so that, where applicable, systems deliver an improved performance to the business.
Enhancements and improvements to services should be delivered by the appropriate governance authority (i.e. Plumbing Budget, SE Board or the Business Solutions 'funnel' used to capture all remaining activity); and
Maintain a culture of continual improvement and problem solving
Quality, Methods & Tools
Strive for improvements to processes by suggesting changes in approach and use of industry best practices, typically using recognized models including ISO27001.
Provide advice to management on ways of improving the effectiveness and efficiency of their control mechanisms.
Minimum 2 years IT experience with at least 1 year of experience in a 3rd line role supporting a number of the technologies listed in this job description
Experience working within the professional services sector with an appreciation of the demands placed on support teams by the business
Experience of working in an ITIL environment
Accreditation in relevant technologies – preferred
ITIL Foundation – preferred
Minimum Cisco Certified Network Associate (CCNA), preferably Cisco Certified Network Professional (CCNP) – Routing and Switching, Voice or Security
Palo Alto Accredited configuration engineer (ACE)
Check Point Certified Security Administrator (CCSA)
Detailed practical knowledge of the operation and maintenance of IT infrastructure and services within a Microsoft technology environment
Commercial acumen, including an understanding of the overall picture of IT service costs and how IT adds value to the business