· Day-to-day incident, problem, and change management of team ticket stacks, working within a team of four people supporting multiple enterprise customers.· Technologies occasionally encountered include Windows server 2003 and 2008, FreeBSD, BEAWeblogic, Cisco switching technology.· New customer take-on and end-to-end introduction into Managed Service, including build of Nagios monitoring, Cacti trending and configuration of on-call rotas tied into Remedy system.·… Show more · Day-to-day incident, problem, and change management of team ticket stacks, working within a team of four people supporting multiple enterprise customers.· Technologies occasionally encountered include Windows server 2003 and 2008, FreeBSD, BEAWeblogic, Cisco switching technology.· New customer take-on and end-to-end introduction into Managed Service, including build of Nagios monitoring, Cacti trending and configuration of on-call rotas tied into Remedy system.· Second-in-charge for Tech Lead (Team Leader) in their absence and by request, covering MajorIncident management (including Service Outage Analysis Reports), customer liaison, and ServiceDelivery Manager liaison.· Day-to-day responsibility in a Tech Lead capacity for two customer accounts;1. Multinational gaming company, using 30 Red Hat Linux and F5 BigIP LTM devices. Liaison with other technology teams (Firewalls, Networks, and Windows).2. Video delivery and streaming platform, comprising approx. 300 servers. This is in a service take-on stage, with 24/7 support to start 1st April 2012.3. Regular review of process and customer account documentation (including Risk Registers) on Atlassian Confluence system.4. Attend Service Review meetings with Service Delivery Managers and Customers and pick upactions. Show less

Day-to-day incident, problem, and change management of assigned tickets within a team of fourpeople supporting multiple enterprise customers.• Technologies occasionally encountered included Windows server 2003 and 2008, F5 BigIP LTM, BEAWeblogic, Cisco switching technology, and Samba file sharing.• New customer take-on and end-to-end introduction into Managed Service.• New server and service build as and when required.

· Team Leader for Technical Operations team working shifts, including nights and weekends.· Management of day-to-day ticket management across Hosting Solution Support, supportingCommercial, Government and CCS customers.· Driving and managing the Incident Management Guidelines from first contact to resolution, including customer communication, conferences bridges and management communication.· Driving and managing the Major Incident process up to hand-off to Major Incident team… Show more · Team Leader for Technical Operations team working shifts, including nights and weekends.· Management of day-to-day ticket management across Hosting Solution Support, supportingCommercial, Government and CCS customers.· Driving and managing the Incident Management Guidelines from first contact to resolution, including customer communication, conferences bridges and management communication.· Driving and managing the Major Incident process up to hand-off to Major Incident team, whilst staying involved for management and/or customer communication.· People management of four shift Technical Operations engineers and one dayshift TechnicalOperations engineer.· Driving the Service Incident reporting process alongside the Service Incident management team, including compiling information for and completing Service Incident Reports.· Liaison between Account Management team and Support teams when required. Show less

Telephones, emails and monitoring tools manned 24/7 to ensure response to customer inquiries andalarms is optimal.• Constant manning of the monitoring systems.• Logging of tickets and maintaining of work log on the Remedy system.• Attend regular team meetings with your team.• Liaise with customers on day-to-day issues.

First instance support for customers Windows NT, 2000 and UNIX based internet solutions.• Completion of daily customer backup tape changes.• Support of other Operations departments when required.• Extensive use of the Remedy call logging system.• Escort of customers during access visits to Datacentres