Role Summary
You’ll closely monitor and maintain the Windows servers that host our UK based Intranet applications to ensure optimum availability and performance through pro-active service assurance, your problem solving skills will also help.
You’ll manage our relationships with suppliers and key internal stakeholders across the business, especially with our 1st & 2nd line teams, your work will also be seen at SOLT level, so a great chance to make a good impression!
You should be a forward thinker who can provide valuable insight to help introduce new services and changes to our existing infrastructure.
You should have experience with supporting and administering a large-scale web hosting environment on Windows 2000 / 2003 servers. You should be proficient with Microsoft networking and have a working knowledge of Windows Domains, IIS, Proxy configuration and typical Firewall ports.
If this sounds like your next role, apply today.
Essence of Role
To proactively improve customer experience, systems availabilty and support efficiency for Intranet within the eTechnology team. Have in depth knowledge of Intranet and all technologies around this.
This is achieved through;
Successful planning and execution of all changes. An awareness of the RFC process or ITIL change management would be a plus.
Supply and support improvements to the effectiveness of the Support teams.
Resolution of service outages
Proactive problem detection and mitigation.
Point of contact for Intranet issues.
Reactive problem resolution for Support issues. The ideal candidate will have a background/experience in supporting Windows infrastructure.
To work closely with the Development team in the review process and transition of new applications into support. Awareness of the development lifecycle would be a plus.
Assisting the setting up of and maintaining access to websites and shares
The installation of new applications / websites
Tuning of system to ensure optimum performance / availability. Knowledge of administering and configuring Windows servers.
Successful implementation of all system configuration and change and according to Change Management processes
Reduction in the percentage of problems passed to 3rd line, ensuring maximum availability and performance of the Intranet Services and Applications.
Be a technical point of contact support and Incident Management
Elimination/prevention of recurrance of problems. Be proactive.
Be key player in on call rota, providing support out of hours for critical Intranet systems. The on call rota typically involves being on call for 2 weeks on and 2 weeks off commencing on a Friday.
Take ownership and provide technical diagnosis / route cause analysis of failures escalated from Incident Management through to resolution. Provide regular communication to Incident Management, SOLT and Colleagues during major incidents. Write detailed technical notes of troubleshooting progress in Remedy.
Review and maintain support documentation on new applications and services provided by the development teams. Any experience authoring technical / support documentation would be a bonus.
Elimination/prevention of unplanned downtime. Any experience with administering and using monitoring and reporting tools in a support environment would be good.
Ensure production failures are clearly communicated and remedied in a timely manner.
Elimination /prevention of the failure of planned changes
Develop & maintain tools for the pro-active management of the Intranet Services. The ability to code Visual Basic Scripts and/or Windows Batch files would be a plus.
Working as part of a team to ensure knowledge and functional sharing within the team
Challenge to improve the way the team works and integrates with other teams, suggesting “smarter” approaches to problems and processes.
Work with internal and external partners to ensure overall service is working to agreed levels.
Exploit opportunities to spread knowledge and experience to others within the team.
Role Dimension
Non-financial (customers/staff etc)
SOLT (Service Operations Leadership Team)
Service Desk
1st Line Support
Internal departments - HR, Retail
Typical Outputs
Delivery and continuous improvement of support for the Intranet and Applications
Contribution to Service Improvement Plans
Contribution to 3rd Party Service Performance Reviews
Knowledge Transfer to 1st Line and colleagues. The ability to cross train a colleague in coding .NET VB (1.1 / 2.0) is highly desirable.
Understands and contributes to the current best practice for specific subject area
Demonstrates excellence in the specialist subject field, recognised through out the department as a key subject matter expert. The ideal candidate should have 5+ years experience in supporting a Windows-based web hosting infrastructure.
Support documentation maintenance and SKB contribution
Identifies trends and operations issues impacting area/team
Technical/Professional Expertise
PROFICIENT
In Languages:
Classic ASP with VBScript
.NET 1.1 / 2.0 (with the ability to cross-train a colleague)
HTML
In technical Products
IIS 6.0
MS Windows 2000/2003 Server
EXPERIENCED with
SQL Scripting and Microsoft SQL Server administration
WORKING KNOWLEDGE
In Languages
JavaScript/Java
CSS
Flash
Of Technical Products:
MS SQL Server
MS FTP Server
MS SMTP Server
Repliweb
Macromedia Jrun
DESIRABLE knowledge of some of the following:
Oracle Client
ODBC / OLE database connectivity
Email systems
J2EE Server
Intranet site configuration
Web application management
Remedy
Internal Vodafone Systems
MS BizTalk Server
MS Sharepoint
Omniture Analytics
Sitescope
Webtrends
