Graduate Trainee L2

Summary of the position:
The role requires an individual who undertakes resolution of incoming issues, within expected technical capability, understands the impact of incidents on the client and responds appropriately – exhibits right sense of urgency.

Key accountabilities
·        Regularly reviews incidents logged, highlighting trends & recurring issues to 3rd line Problem.

·        Recommends changes to resolve recurring issues.

·        Reviews assignment of incidents by Incident Analysts - highlights to the team improvements that can be made in how calls are assigned.

·        Uses technical understanding to question and clarify incidents raised by clients, before agreeing where to assign the incident (incident triage).

·        Ensures all calls logged are clearly written so that any team member can understand the issue.

·        Takes day to day responsibility for assigning incidents through the incident management system.

·        Understands and executes against agreed processes for implementing fixes/changes.

·        Understands the impact of non-delivery on the reputation of PMC with the client

·        Provides regular client and internal communication on assigned activity and incidents - ensure that interested parties are clear on current status, highlighting any issues that might impact delivery in the defined timescales to Team Leader/Support Manager.

·        Escalates to Team Leader/Support Manager when there are resource conflicts, or when SLAs are at risk of not being met.

 Please note that this role works on a rotational shift basis to ensure sufficient coverage for 24/7 and meet the needs of the business.

Skills and Experience | Essential:
·        Experience on Oracle or Microsoft SQL server database - Certification preferred but not must

·        Experience in windows batch scripting

·        Experience on helpdesk, incident and problem management as L2 support

·        Client interaction exposure

Must be able to converse well in English, both verbally and in writing.

Skills and Experience | Desirable:
·        Good understanding of Building tool – Maven, Gradle etc.

·        Very good understanding of ITIL framework and processes. ITIL certification is preferred.

·         Working knowledge/experience on Linux - preferred but not must

·         Able to share ideas with the team and self-confident

·         Go-getter and solution-oriented personality

·         Very quick learner and keen to learn new things

·         Reliable & accountable individual who can manage client interaction