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Reporting to the Team Leader you will provide Change Management and MMC Coordination as well as assisting, when required, with the backup and media management service on behalf of the business. Role: • Holding daily CAB (Change Advisory Board) meetings and producing the minutes thereof (for both Operational and Documentation/Policy RFCs) • Processing emergency RFCs (Requests for Change) • General administration of the Change Management process i.e. chasing RFC closure and ensuring RFCs are completed correctly • Monthly report reviews of completed RFCs • Change Management Process improvements • Holding daily meetings with regard to ongoing operational client issues and following up on any requiring attention • Identify and create processes/schedules that will enhance the support service provided by Attenda • Identifying, producing and publishing daily, weekly, monthly and ad hoc Operational reports, statistics, metrics and KPIs • Ensure that there is consistent, accurate ticket logging and regular updates and that the quality thereof is good • Liaise with other departments to ensure SLAs are met • Staff training on internal processes and procedures as well as general training schedule coordination • Staff information and tools updates – MMC notice board updates, setting up of scheduled tasks, client details and company window updates in CRM tool, updating of client Operations Manuals • Ensuring alerts are correctly assigned to incidents in bespoke Monitoring tool • Ensuring that scheduled tasks are managed and completed on time • Ensuring that documentation of all live client solutions is accurately maintained • Assisting with conducting daily tape changes and media management, including transporting tapes between sites, analysis of the back up spreadsheet and daily check of success/failure of backups Person: • Understanding of SLAs and escalations as well as Incident and Change Management (ITIL-based processes) • Excellent team working and communications skills • Ability to deliver to timescales under high pressure • The ability to manage ticket number levels and effectively multi task • Excellent time planning and organisational skills • Ability to document processes and procedures in a clear, concise and logical manner and to ensure that these processes are followed. • Innovative drive • Good record keeping skills
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