Job Purpose
To manage Incidents escalated from the Service Desk team by analysing and formulating practical resolutions to ensure IT systems availability, particularly IT systems which support the supply chain processes.
To provide out of hours support for business critical systems, ensuring production and distribution of materials are not impacted and to be available for out of hour’s escalations from the Service Desk team.
To provide guidance and support to the Service Desk Support Analysts and to transfer knowledge to this team ensuring the highest possible First Time Fix rate at the Service Desk.
To assume key responsibility for the transition of new services from Princes IT Project teams, ensuring all relevant documentation is complete and knowledge transferred to the Service Desk team.
Working with the IT Delivery Manager – Operations to ensure the best possible service levels are provided to the business and encourage a professional and customer focused ethos within the Support teams.
To liaise with all users of IT systems within the group and with third party service providers.
DIMENSIONS
Internal contacts will include members of the organisation at all levels, given the support element of the role.
External contacts will include representatives from our key technology partners who provide equipment, service and support. These contacts will be for the resolution of day-to-day issues and escalations.
KEY RESPONSIBILITIES
The key elements of this role are as follows.
2nd / 3rd Line Support of Princes IT Systems
This involves managing incidents escalated from the Service Desk team covering all IT systems including commercial, manufacturing and logistical systems. Emphasis will be on the Manufacturing and Logistical systems as they are critical to the business as any outage to these systems can impact the sites’ ability to produce and deliver finished goods to customers.
Adherence to the Incident Management policy - accurate call logging and timely closure of calls, ensuring end users are kept fully informed of progress.
Analyse Incidents, raise problems to find the root causes and implement resolutions following the change management process.
Produce and analyse weekly/monthly security reports to ensure a secure environment, compliant with internal controls.
Primary responsibility for the Problem Management process, analysing trends and reducing repeated Incidents and service outages through proactive Problem Management.
Primary responsibility for the Change Management process, ensuring the change management process is followed within the team and services are maintained and outages are avoided.
Liaise with Princes Business Analysts and third-party software and support providers to coordinate live systems application support.
Provide an out of hours support service for business critical application users and be available for OOH escalations from the Service Desk team.
Ensure the Senior Business Systems Support Supervisor is made aware of any potential escalations or outstanding issues.
Adherence to Princes Internal IT Controls.
Service Transition and Knowledge Transfer
To assume key responsibility for transition of new services from Princes IT Project teams, ensuring all relevant documentation is complete and knowledge transferred to the Service Desk team.
Liaise with the PMO Office, IT Technical Delivery Team and Business Analysts in relation to new or updated Services and transition to live support following the Service Transition policy.
Assume key responsibility for the evaluation, recommendation, implementation and management of new application requests which are not covered under project management to meet business needs.
Transfer knowledge to the Service Desk team to enable them to effectively support new services.
Identify gaps in support and process knowledge within the Service Desk team and provide training and documentation to ensure the highest possible First Time Fix rate at the Service Desk.
