BBC FM Service Operations is part of Online Technology Group (OTG) within Future Media (FM), and is responsible for the management and support of the systems, distribution infrastructure and applications that create the world leading bbc.co.uk website. This includes News, Sport, iPlayer, Mobile & Interactive Television (red button) services, and all other BBC services delivered to the audience over the Internet.24/7 Operations represent 2nd line support for BBC Online, and our processes are based on working with Service Management and Service Transition, as well as 3rd line, Product, and Platform teams to ensure a seamless audience experience. We work within an ITIL (IT Infrastructure Library) framework and have also adapted our processes to offer 24/7 support to new products developed within the Continuous Delivery DevOps model. We offer round the clock support for BBC Online services throughout their product lifecycle, and strive to balance cutting edge innovation with service integrity.Key Responsibilities• To be part of a team working on a 24/7/365 shift pattern to provide Operational support for industry leading applications used to produce BBC Online• Use a diverse range of monitoring tools to spot service impacting issues.• PHP, Perl, Linux, Apache, MySQL, Oracle, HTML, Nagios, Zenoss, Remedy, Jira, DNS• Technical diagnosis and resolution of incidents impacting live services.• Logging all incidents accurately, and documenting investigative activities. Managing incident and escalating as appropriate and as per defined processes.• Implementing appropriate contingency procedures in response to planned or unexpected events.• Ensure efficient and appropriate communication to key stakeholders through the incident lifecycles• Thorough handover of incident and environmental information through shift changes• Collaborate with the wider FM teams including developers and producers to ensure best operational practice

• To provide 2nd line support ( Win7, XP, MAC OSX) to the customer base within SLA and according to ITIL standards • All kinds of hardware break fix for PCS, LAPTOP, PRINTERS AND MAC• Respond to tickets, incidents, assist with projects, liaise with 1st line and 3rd line as required, and ensure resolution within prompt timescales. • Prioritise workload according to SLTs.• Escalate issues with Technical Specialists and Team Leaders as required.• Analysis and Research of problems / incidents. Reference with Known Issues or Major Incidents. Provide Workarounds and Strive to ensure customer is left in a productive state. Work within the remits of the desktop policies and escalate any issues outside of these boundaries.• Provide training and assistance to new members of the team.• General Support of the desktop environment and Installation of IT Kit.

• Server hardware support in / out of hours, 24/7 Server callout• Desktop hardware / software support including installations & troubleshooting• Working with three engineers for the Executive Home Support Team for VIP’s & Board of Governors onsite / offsite with all types of hardware / software related issues• Training & supporting new engineers / team members• Dealing with escalations • Desktop Support during live broadcast• Ordering parts & maintaining stock on a pro-active basis• Working over Weekends & Bank holidays as required to provide adequate cover• Using various call logging software (VQSM, Helpmate, ITSM Tango Remedy)

• Installed, Repaired, Built & Upgraded desktops Packard-Bell, Advent, HP, Compaq, Dell & other 3rd party PCs• Delivered effective on the job training, supervision of other field engineers & new comers • Rectified PC hardware problems including upgrading motherboard, hard disk, soundcard modems etc.• New PC installation, configuration, peripherals & tuitions• Liaised with clients on a daily basis within many different site environments• This position further enhanced my ability to cope effectively under pressure & to meet deadlines