To provide operational support, ensuring the availability of data centre hosted services, and daily operations, coordinating technical and management resources to efficiently resolve incidents, requests and problems in the data centre environmentKey Deliverables / Primary Functions
• Facilitate approved changes/incidents/requests for DC hosted customers.
• Ensure call assignment is escalated to applicable business units, ensuring SLA compliance, before they breach defined SLA’s.
• Liaise with customers if required to address any new changes or physical access that may be required to the datacentre facility.
• Assist in diagnosing and resolving operational incidents and problems with the support of the business units and provide approval where necessary on the Service Desk system.
• Coordinate computer operations by carrying out defined tasks and procedures associated with installed hardware and software.
• Assist with managing and coordinating major changes in the datacentre on behalf of hosted customers.
• Assist with creating new policies and procedures that will continually improve the operations environment.
• Prioritise resolutions, monitor progress and apply escalations procedures for resolutions not progressing satisfactorily.
• Assist with deployments and decommissioning requests on behalf of customers in the data centre.

Core Functional Knowledge/ Skills
IT and Networking infrastructure, Security Services, IT policies and procedures, Troubleshooting, Time Management, Monitoring and Service Desk knowledge

Competencies (Behaviour)
• Adhering to policies and procedures
• Knowledge of escalation processes
• Efficient time and people management
• Ability to work in a team

Qualifications
Relevant diploma/degree (NQF6) in Information Technology or Computer Science or similar. Alternatively , Grade 12 with IT Certifications

Experience
8 – 10 years Operations experience including technical hands on and managing processes

Certification/ Professional Registration
ITIL Foundation preferable, but not mandatory

Special Requirements
This role will require after hours work, during scheduled change or unplanned outages impacting customer operations