Operations

• Serve as a Subject Matter Expert for assigned IT service(s)
• Adopt an automation-first, problem management-focused mindset for ticket management and resolution
• Provide customer-focused incident and request resolution, restoring service for impacted customers
• Provide support to major incidents working with Operational Support Leads and IT managers
• Escalate complex issues to the Technical Operations team with all key information for handover
• Work with Technical Operations to identify enhancements to reduce escalations
• Ensure rapid resolution of incidents and requests via the ITSM tool and Service Management processes
• Take calls from users and support them to raise/resolve queries/incidents/requests
• Reduce repeat IT issues by identifying and addressing root causes
• Liaise with other business and IT teams to implement permanent fixes and solutions
• Manage business communications relating to services throughout issue lifecycles
• Support onboarding of new services and customers to ensure smooth transitions into live service

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