As a Triage Engineer, you'll be working with our First Response and Technical Engineering Teams to maintain and improve all customer services.
You will work collaboratively with First Response and Technical Engineering Teams sharing responsibilities for all aspects of customer service experience.
Your success will be demonstrated by a shift from responsive triage to proactive service management. In this role, you will be specifically responsible for complex triage and identification of root cause with associated remediation implementation.
You report to the Triage Centre Lead of Technology.
WHAT YOU'RE RESPONSIBLE FOR
Responsible for orchestrating cross disciplinary Technical Engineering Teams to ensure that technical issues are understood, root cause identified and effective remediation plans executed.
When invoked as part of complex incident management by First Response, the Triage Engineers becomes responsible for incident management through to restoration of customer service.
The Triage Engineer is responsible for ensuring that the First Response team have sufficient and accurate information to manage communication related to a complex incident back to the business stakeholders and customer self-
service / social media channels.
Shared Responsibilities with Technical Engineering Teams and other Performance and Resolution team members for operational stability in periods where change is being managed into production.
The Triage Engineers acts as a bridge between Technology Engineering Teams to ensure effective Problem management and quality permanent correct actions are implemented.
Contribute to Operational Readiness.
Management of stability during periods where change is delivered into production leveraging the Technical Engineering teams.
Key Stakeholders :
o First Response Teams
o Performance and Resolution Teams
o Technical Engineering Teams
WHAT SKILLS & EXPERIENCE YOU NEED
At least 8 years in IT and / or Network technical roles
Demonstrated technical literacy in IT and / or Network Environments
Demonstrated experience in managing a high change operational environment and technical triage
Ability to lead in a collaborative matrix model inspire customer centric behaviour and drive positive cultural change
Ability to work with third parties for the delivery of commercial services (including on-shore / offshore)
You will be calm in a crisis and able to communicate effectively (in a way that makes sense!) with business and technical communities.
You will be passionate about customers and constantly seeking new ways to improve and enhance operational performance to enhance customer experiences and improve efficiency.
Under or post graduate qualification relevant to IT or network (including Technology, Engineering, Applied Sciences and Computing).
Experience in SOA architectural approaches, principles and deployment
Sound understanding of software development lifecycle and code management