Why choose Logicalis?
It's not just IT solutions, It's IT global know-how! Logicalis is an international multi-skilled solution provider providing digital enablement services to help customers harness digital technology and innovative services to deliver powerful business outcomes.
Our customers span industries and geographical regions; and our focus is to engage in the dynamics of our customers' vertical markets; including financial services, TMT (telecommunications, media and technology), education, healthcare, retail, government, manufacturing and professional services, and apply the skills of our 4,500 employees in modernising key digital pillars; data centre and cloud services, security and network infrastructure, workspace communications and collaboration, data and information strategies, and IT operation modernisation. We are the advocates for our customers for some of the world's leading technology companies including Cisco, HPE, IBM, CA Technologies, NetApp, Microsoft, Oracle, VMware and ServiceNow.
Logicalis employees are innovative, smart, entrepreneurial and customer centric, with a shared ambition of making Logicalis the world's leading IT Solutions provider!
We offer speedy decision-making, opportunities for personal development, and a supportive, inclusive environment that celebrates our diversity.
Join us and become a part of something epic!
ROLE PURPOSE
The Event Management shift lead has responsibilities focused on the smooth running of our customers' environment. Ensuring accountability is taken for all Infrastructure alert incidents and detections as well as the resolution of these incidents and detection according to the Incident Management and Event Management process. The Event Management team operates 24/7 - 365 days a year on a rotational 12-hour shift schedule.
ROLE RESPONSIBILITIES:
Event Management Engineer Responsibilities
Event management - monitoring alarms from Logicmonitor and other tools, opening incidents in the ticketing system and notifying customers of an event within defined SLAs.
Contact third party suppliers to log support calls, obtain updates on open support calls or request technical advice.
Carry out remote diagnostic tests and checks when incidents are logged by customers.
Escalating calls to senior engineers or management as appropriate.
Liaison with internal departments, vendors and suppliers where required.
Event Management Shift Lead Responsibilities
First point of escalation on allocated shift specifically during after hour support.
Taking accountability for all team members on shift with regards to the below:
Monitoring quality disciplines, e.g. ticket updates, SLA adherence.
Monitoring P1 and P2 management with relevant team members. Ensuring no P1 or P2 ticket is left unmanaged.
Ensuring MIM engagement on Major Incidents and monitoring the progress of Major Incidents until resolution.
Monitoring aged tickets and assist in escalating with relevant team members.
Escalation to Duty Manager, when required.
Assisting team members with escalations and support with operational issues.
Assist as workstream lead in projects and new client take-ons.
Assist Team Leader with pro-active event trending and resolution to reduce events.
Stand-in for Team Leader during absences in daily and operational meetings.
Escalate operational issues to Team Leader.
Any ad-hoc requests.
KEY PERFORMANCE INDICATORS: KPI's
Complete Partnership and Technical Skill Certifications Requirements.
Customer and End User Satisfaction and Relationships.
Customer Service Improvements.
Identify Project Opportunities.
ISO 270001 and 20000 Compliance.
Project Execution and Service Transition Quality.
Ticket Management Disciplines and SLA's.
Timesheet Completion Quality.
Any added goals.
Continual improvement on ticket disciplines and quality applied.
Reduction in response and resolution times on P1 and P2's.
Reduction in SLA breaches.
Reduction in escalations.
Reduction in incidents to senior teams.
Reduction in repeated events.
Improved handover to MIM.
Continual improvement on Event Management process and way of work.
Skills and Competencies
Accountable Execution.
Agile Transformation.
Cross-Business Engagement.
Entrepreneurial Spirit.
Excellent Customer Solutions.
Impactful Communication.
Inclusive Teamwork.
Positive Resilience.
Self-Driven Learning.
Smart Decision Making.
PERSON REQUIREMENTS:
EXPERIENCE:
Minimum 3 years general IT support experience.
Minimum 3 years dedicated to 1st line troubleshooting and resolution.
Shift lead experience will be an advantage.
Strong understanding of Server and Network infrastructure.
Strong communication skills.
Ability to think through problems and visualize solutions.
Capable of providing specific and detailed information for hardware and software selection.
Ability to quickly learn new or unfamiliar technology and products using documentation and internet resources.
QUALIFICATIONS:
National High School Senior Certificate (or equivalent).
CompTIA A+.
CompTIA N+ (preferable, not mandatory).
Other technical certification will be an advantage, e.g. MCSA, MCSE, CCNA, Fortinet NSE 4, Microsoft Azure Administrator Associate.
ITIL v3 or v4 Foundation - preferred, but not mandatory.
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