Job Description

Role Purpose

The role will require an Infrastructure Engineer with knowledge of wide area IT infrastructure technologies to support 1st and 2nd line support.

The role will also require the person to proactively monitoring the Civica internal and customer infrastructure to ensure a stable and reliable platform, also assist with the upkeep on the Cisco network estate (patch management, proactive maintenance etc).

Generally this role is managing and contributing to improving the health of our network estate.

Principal Accountabilities

• Service customers:
• Working in a 24 hour / 7-day rota, engage with customers by digital channels to address incidents and service requests, and process them in line with current service levels and current Civica policies and procedures.
• Be accurate:
• Maintain accurate records of work completed, Proactive infrastructure monitoring with SCOM, Opsview, Zabbix and other alerting mechanisms which includes wide variety of systems including LAN/WAN, network equipment, servers, storage, core applications, changes made, customer interactions in line with data protection laws and Civica policies, and on the systems designated by Civica.
• Compliance:
• Adhere to current Tech Centre Service Management policies, processes and procedures (e.g. ticket handling policy, incident management, request fulfilment and problem management).
• Professional development:
• Maintain and develop your customer skills, technical skills and knowledge of current Civica process and procedures so that you can perform your role in line with the requirements of the business, as advised by or agreed by your line manager.
• Continuous Improvement Provide.
• Work Management:
• Take personal responsibility for managing your time effectively and proactively. For example, in meeting any performance standards on utilization, engage/approach your line manager/management when you are under and over utilized.
• Be part of the team:
• Work in a manner that embraces Civica culture and values, and participate where possible in Service Centre team activities
• Meet operational targets:
• Meet productivity and quality performance standards for customer experience, compliance and operational excellence set from time to time by line management, for example utilization, attendance and workload. Meet contribution standards for knowledge management and continuous improvement set from time to time by your line manager.
• Fulfil personal objectives
• Meet SMART objectives set by your line manager through the Civica performance management process.

• Continuous feedback and tuning of monitoring systems
• Feedback to improve existing knowledge management, suggest requirements or content for new knowledge management and if directed by line management, create new knowledge management articles
• Suggestions to improve policies, processes, procedures and operations
• Support to continuous improvement through active participation
• Notify multiple resolver teams of service affecting incidents in a 24 x 7 environment

Requirements

Essential Competencies

• Committing to the customer
• Delivering the Support Service
• Communicating Effectively
• Team Working
• Managing Customer Service Levels
• Contributing to Continuous Improvement

Understand who the customer is and what their needs are; develop on-going relationships through quality of service provided and management of customer expectations. The behaviors/attitudes relevant to this are:

• Able to put the customer at ease and deal sensitively with issues/complaints
• Collaborate with others to achieve high standards of customer satisfaction and escalate anything that cannot be resolved
• Act as a point of reference for queries from other team members
• Use expertise to reach effective resolution and prevention of future incidents
• Understand the need to adapt your style to suit the customer; communicate in a clear and confident manner
• Demonstrate proactive approach in building relationships with others
• Monitor individual performance metrics and liaise with managers and customers to ensure SLAs are not breached

Record and manage customer incidents, problems and service requests through to resolution. The behaviors/attitudes relevant to this are:

Demonstrate active listening and get message across in written, verbal and face-to-face communications (and understand when to choose the appropriate medium). The behaviors/attitudes relevant to this are:

Work cooperatively with others in achieving customer satisfaction and team goals. Share information and knowledge and understand how work of other teams relates to own. The behaviors/attitudes relevant to this are:

Manage the performance of support service; manage customer expectations and enable effective resolution/completion of service incidents, problems and requests for change. The behaviors/attitudes relevant to this are:

Understand the need for change and respond positively; take ownership for suggesting improvements and seeing them through. The behaviors/attitudes relevant to this are:

• Able to quickly modify priorities and actions to meet customer requirements
• Put current processes to the test and think of a better way; document the process and utilize

Skill Classification

Priority Rank

Description

Mandatory

Understanding of Network concepts

Strong knowledge of Network Cabling, Hardware technology

Remote Support and Remote Administration

Knowledge on Network Monitoring tools

Strong knowledge on Network operations environment, systems, protocols and services.

Able to handle Customer requests via internal trouble ticketing systems.

Highly Desirable

Knowledge of LAN, WAN, hardware and technology platforms

Excellent Diagnostic, Network, routing and interconnectivity troubleshooting issues.

Past experience with following protocols and concepts: BGP, OSPF, EIGRP, TCP/IP, UDP, HSRP/VRRP/GLBP, DNS, ARP, HTTP, SSL, STP, Trunking, VLAN etc.

Preferred Skills

Knowledge of Cloud Computing , Application, Networking and Server Technology.

Bachelor's degree with any certifications in Windows and Networking.

In Depth knowledge of IT Service Management and IT Operation Management Tools.