Source description
About the role
Role Overview: As a Service Operations & Monitoring professional, your primary responsibility will be to monitor service observability dashboards, alerts, and event triggers to proactively identify potential service impacting issues. You will be required to triage, respond to, and coordinate events and alerts to ensure timely diagnosis and resolution. Additionally, you will perform routine operational checks and preventative maintenance activities across the technology estate, identifying trends, risks, and recurring issues and escalating them where appropriate to prevent future incidents. Key Responsibilities: - Act as a lead operational responder for incidents and service requests during shift hours - Coordinate technical teams, suppliers, and business stakeholders through incident resolution - Manage escalations from Level 1 and take ownership of incidents through to closure - Drive Major Incident management processes, including communications, recovery coordination, and impact management - Focus on Problem Management by defining problems, conducting root cause analysis, and making long-term recommendations and fixes - Produce and contribute to Post-Incident Reports and root cause analysis within agreed timescales - Provide technical remote support for end-user technology, desktop, mobile (including iOS), and corporate systems - Act as a key point of escalation for Service Desk and Level 1 teams - Work closely with Infrastructure, Network, and Application teams to resolve complex issues - Support network and infrastructure environments (e.g. switches, WiFi, access points experience beneficial) - Provide operational oversight of significant and high-risk change activity - Review and approve change requests, ensuring service risk is understood and communicated - Identify and manage operational risks and controls associated with service operations and incident processes - Coordinate third-party suppliers during incidents, changes, and service restoration activities - Communicate clearly and confidently with technical teams, business users, and senior stakeholders - Support Service Delivery Managers by leading escalations and providing accurate service information - Create, review, and maintain knowledge base articles and operational documentation - Produce accurate reports on service performance, KPIs, and incident trends for operational leadership - Contribute to continual service improvement initiatives across service operations, monitoring, and major incident management - Support small to medium operational projects and improvement activities as required Qualification Required: - Experience working in a Service Operations / IT Operations Centre / NOC / TOC environment - Proven experience in incident and major incident management - Observability experience, including the ability to interpret logs, manage dashboards, alerts, and telemetry data - Strong understanding of ITIL practices, particularly Incident, Event, Change, and Problem Management - Experience working on shift patterns or on-call rotas in a 24x7 environment - Excellent communication skills, able to work effectively with both technical and non-technical stakeholders - Strong customer focus with the ability to remain calm under pressure - Experience using ITSM tools (e.g., ServiceNow) and monitoring platforms - Familiarity with modern integration platforms (APIs, queues, event-driven workflows) and platform operations Additional Company Details: Omit this section as no additional details of the company are present in the job description. Role Overview: As a Service Operations & Monitoring professional, your primary responsibility will be to monitor service observability dashboards, alerts, and event triggers to proactively identify potential service impacting issues. You will be required to triage, respond to, and coordinate events and alerts to ensure timely diagnosis and resolution. Additionally, you will perform routine operational checks and preventative maintenance activities across the technology estate, identifying trends, risks, and recurring issues and escalating them where appropriate to prevent future incidents. Key Responsibilities: - Act as a lead operational responder for incidents and service requests during shift hours - Coordinate technical teams, suppliers, and business stakeholders through incident resolution - Manage escalations from Level 1 and take ownership of incidents through to closure - Drive Major Incident management processes, including communications, recovery coordination, and impact management - Focus on Problem Management by defining problems, conducting root cause analysis, and making long-term recommendations and fixes - Produce and contribute to Post-Incident Reports and root cause analysis within agreed timescales - Provide technical remote support for end-user technology, desktop, mobile (including iOS), and corporate systems - Act as a key point of escalation for Service Desk and Level 1 teams - Work