Windows Operation System

Main Purpose of Job :

To ensure the efficient running of Computer Operations, providing technical support in all area of the shift activities. To managing and co-ordinate SSE/SGN’s infrastructure by monitoring and analysing the hardware, software and the associated applications. To identify, recommend and implement actions to sustain improvements which ensure the timely and resource efficient completion of tasks while achieving high standards of Customer Service.

Key Accountabilities :

Ensure that the workload is progressing as efficiently as possible and that failed jobs are dealt with in the right manner. Provide first line diagnostics and resolutions for a wide range of hardware, software, application and database related problems. Action changes when required. Ensure the availability of systems and applications to comply with SSE’s Service Level Agreements. Be able to escalate problems and manage them through to a satisfactory conclusion Demonstrates a willingness to provide a high quality service within the limited sphere of their technical skills Function effectively as part of the operations shift, participate in group activities, encouraging colleague and supporting manager or more senior staff. Demonstrate an understanding of the company core values. Be involved in problem solving activities under the guidance of the senior shift members, develop effective problem solving and investigative skills. Learn the problem management process. Be aware of document sources to aid incident resolution Provide support to junior staff. Communicate effectively to Management and other SSE teams.

Knowledge, Skills and Experience:

A sound knowledge of SSE/SGN business. Knowledge of any top 15 Applications with the SSE group. Basic ability to perform ad-hoc tasks as required across all platforms. Basic understanding of the support structure within ITAble to explain the nature of SSE’s and SGN's main business areas Demonstrates company core values team player communication skills excellent professional approach Present a supportive and professional attitude at all times. Demonstrate a flexible approach to the role Provide an accurate and prompt delivery of commitments

Technical Daily Task:

Perform various first line fixes for automated Incidents on Midrange, Windows and Mainframe systems across the SSE estate (average of 9700 automated Incidents per month over last 6 months).

Perform various first line fixes for user-reported Incidents outside of normal working hours.

Fulfil job scheduling Requests (average of over 1000 per month, with 98.87% within OLA targets).

Perform Ops Tasks as part of Change Requests (such as midrange system failovers, mainframe IPLs, job schedule manipulation, monitoring outages, code releases, etc).

Perform a weekly bounce of the SGN Front Office applications.

Liaise with support teams to take on further fixes to reduce out of hours callouts.

Perform Customer Systems (CS) code fixes out of hours.

Replace failing disks on the 3par Storage Area Network, this is a physical hardware change at either data centre, around 4 per week

Perform physical reboots of servers and network switches when requested at either Data Centre.

Enable and disable real and virtual servers in the SGN foundry load balancers as and when required.

Perform Symantec DCS function, to move servers from ‘Prevent’ to ‘Monitor’ mode, to allow update to policy/new deployment.

Monitoring Daily Task:

Perform monitoring of Midrange, Windows and Mainframe systems across the SSE and SGN estates, assessing and taking appropriate action (first line fix, escalation to support team or redirecting Incident).

Monitor the flow of batch work on multiple production systems and resolve any delays.

Monitor SSE branded websites (external, customer facing). Perform first line fix on certain service failures.

Ensure appropriate website banner page(s) are in place to cover any website outage.

First point of contact for the ‘Smart Metering’ DCC, performing first-line triage for critical incidents reported via this line of communication.

Safety and Security Daily Task:

Provide constant (24x7) onsite presence at Pyramid Park Data Centre and monitor site via CCTV. (Internal and External)

Perform 24x7 monitoring of Building Management System (Client) for both Data Centres, (which can only be accessed from with the DC network) assessing and taking appropriate action on issues affecting power, cooling, etc.

Call out of the SEC maintenance staff 24x7 should there be a problem with either site

Ensure all personnel authorised to work on site have received the appropriate induction (for both Data Centres).

Control physical access to the site by ensuring all work is covered by a Change, Incident or Data Centre Access Request. (ITSC request)

Ensure visiting staff have been inducted and have signed in and given the appropriate Client visitor key

Control log on access to Production systems by ensuring all work is covered by a Change or Incident.

Perform regular (Daily and weekly) safety inspections of the Data Centre, ensuring work areas are safe and challenging unsafe working practices.

Ensure anyone entering the Pyramid Park Data Centre is wearing the appropriate PPE.

Perform regular fire and bomb evacuation tests and fire marshal duties.

Ensure staff availability and any arrangements necessary during severe weather conditions.

Ensure lone workers out of hours at either Data Centre are checked / contacted regularly.

Constant communication with on-site mechanical and electrical engineers for Data Centre environmental issues.

Perform and document Disaster Recovery testing in line with Business Continuity Plan.

Take Cyber Security calls from users, reported under the 30-minute rule, outside normal working hours.

Manage initial out of hours support triage for P1/P2 Secureworks incidents.

Liaise with deliveries to site, multiple times per day (hardware, software, Telecoms)

Job type: Contract Division: eTeam Workforce Limited Reference: 22-02702