Technical Assistant - Services Monitoring And Incident Management at Nexio

OVERVIEW

• Our client requires technical operator to work within a fault management environment, providing a monitoring and incident management service for Financial and Digital Lifestyle Services.

ROLE AND RESPONSIBILITIES:
A Technical Assistant is responsible for the following:

• Monitoring end-to-end services associated with scoped applications via Netcool and/or AppDynamics and/or Remedy to identify incidents/trends.
• Attending to emails and telephone calls, reporting of faults and assign tasks to operational teams performing maintenance/remote fixing of faults related to the client services environment.
• Identify unreachable (communications loss) elements, malfunctioning or inaccessible applications, then log and manage until resolved.
• Manage, track & update open faults/incidents in-hand (via BMC Remedy) with operational teams until resolution & closure. [Including faults in-hand external and/or 3rd Party vendors]
• Minimize & resolve client escalations as well as escalations highlighted by the team (Junior and other Senior Technical assistants).
• Use/Analyse current available reports to resolve current & legacy network faults
• Provide First Line Maintenance information and Root Cause Analysis.
• Assist with coordinating and managing high-level incident sessions and communications.

KEY PERFORMANCE INDICATORS:
The operations must review the following:

• Work with all stakeholders to resolve incidents within SLA
• Adhere to, and improve on priority failure and general incident handling processes and procedures
• Ensure quality aspects are consistently applied to all work components
• Maintain Application Availability - Identify and resolve malfunctions that are negatively impacting services.
• Initiate troubleshooting sessions that involve cross functional teams.
• Contribute to knowledge base - Document new knowledge gained from experience to the central database for use by teams.

Qualifications & Education Requirements

• ITIL Foundation certification (Advantageous)
• Matric/NQF Level 4 (Essential)
• Diploma or certification in any of the following disciplines: Engineering / Information Technology/ Computer Science / Information Systems (Advantageous)

Experience Required

• 2/3 years of experience in an IT environment performing fault logging or incident management function (Essential)
• Experience coordinating high-level support sessions/scenarios with multiple stakeholders (Advantageous)
• Experience with application development/programming (Advantageous)
• Experience monitoring (systems/applications/services) via Netcool, AppDynamics or similar (Advantageous)
• Experience in Telecoms environment (Advantageous)
• Experience in Financial or Digital Lifestyle services or applications (Advantageous)

Knowledge, Skills and Traits Required

• Analytical thinking
• IT knowledge (A+/N+/Windows/Linux/Automation)
• Knowledge of event, incident and problem management
• Knowledge of Application Performance Monitoring
• Application programming or scripting knowledge
• Basic understanding of IP Networks fundamentals
• The ability to work in a team and to be proactive around self-learning
• The ability to work under pressure and to tight deadlines
• Willingness to assist with additional tasks given to the team
• Interpersonal skills
• Good judgment skills
• Good communication skills
• Have a good attitude, motivation and excellent time management
• Basic to intermediate MS office skills (Word /Excel/ Outlook)

Special Requirements

• Be prepared to perform in a 24/7 environment, shift work, standby and overtime
• Be prepared to work outside of “working hours”.
• Able to report to different reporting lines simultaneously.