Proactively monitoring, diagnostics and providing resolution of Tier 1, 2, and 3 issues related to the CTS customer base in a team oriented support center. Accountable for all platform support for CenturyLink managed hosting customers, comprising of Incident Management, Change Management, Request Fulfillment, Event Management and interacting closely with Problem management.React to proactive events in a timely manner as specified in the procedural documentation and training.Handle issues according to procedural documentation and training.Provide and obtain timely updates to/from relevant parties (internal and external).Provide detailed information throughout trouble resolution process to all relevant parties.Initiate proactive customer notifications to SLA requirements.Having a good understanding of Web Technologies ie: DNS, Load Balancers, Clustering, Cloud service.

I monitor the ongoing services on a real-time basis, and I am responsible for taking proactive action to prevent service issues/outages and to minimise impact when they occur. Effectively implementing the approved change requests to hosted services and responsible for the accurate and timely recording of such changes on the applicable systems. Monitor all standard and non-standard systems to ensure all systems are performing according to service specifications and service level agreements. Proving Resolution of service incidents if escalated beyond initial service desk and liaison with relevant subject matter experts in relation to more complex issues.I handle change implementations smoothly and effectively with no disruption to clients and their business.Liaising at all levels, externally the primary contacts are technical teams, project and product managers and internally, with Development, Infrastructure, Incident and Problem Management, Consultancy, Sales and Sales Support.Extensive Experience within a Managed Services environment within the IT industry.Support engineer with extensive experience in customer facing environments. Experience of operating both Unix and Windows platforms.Proven ability to handle multiple and concurrent tasks and issues.Extensive knowledge and understanding of the global payment and UK card processing industry.Proven experience of working in 24/7 365 environments with responsibility of system maintenance, incident management, release management, change management and projects supporting the business and external client base.ITIL Service Support/Application and System Support/Service Delivery.

Record initial calls from the client accurately to Support Standards together with any subsequent updates to ensure an audit trail of the Client Support call.Responsible for managing key customers, providing resolutions to IT issues.Conduct appropriate testing to replicate hardware/software problems and resolve Client calls in accordance with support procedures.Identifying training needs and implement & delivering support training workshops.Dealing with multi national companies on a daily basis resolving IT issues.Providing and implementing solutions to problems.Prioritizing work and meeting escalations effectively.Manage a list of allocated calls, ensuring that Service Level Agreements are met if not exceededMaintaining an in depth knowledge of products & services.Available to key accounts customers and internal stake holders on 24 hour support.Managing approximately 100 key account customers. I am also involved in the recruitment process by conducting interviews for new members for the team. I am a strong part of the induction program. Regularly review and suggesting changes to procedures and processes within the organization.I have an extensive experience of data recoveries.