ICC - Operator (MCG)

Title

ICC - Operator (MCG)

We are looking for a Command Centre Operator, you will play a vital role in monitoring and coordinating operational activities within our command centre. You will be responsible for ensuring the smooth functioning of the command centre, by performing basic checks and approved support activities, managing incoming monitoring events and dispatching appropriate resources, when the event is categorised as an incident. The ideal candidate will have exceptional multitasking abilities, strong analytical skills, technical server and network background, and the ability to remain calm under pressure.

Key responsibilities:

• To ensure that tickets logged are followed up / escalated, serviced and closed within the agreed SLA

• To ensure that incident tickets are logged retrospectively if no call was logged for work completed. No ticket no performance

• Monitor and operate various systems and services, including virtual platforms, server components, operating systems, network components, within the command centre

• Analyse and act on alerts that require intervention though logging tickets, first call resolution and ticket management to resolution

• Manage tickets in your control providing accurate and timely information and dispatching appropriate resources when necessary

• Maintain constant vigilance over multiple screens and systems to identify potential incidents, anomalies, or security breaches

• Collaborate with internal departments, external agencies, and field personnel to ensure seamless coordination and communication during incidents or emergencies

• Document and record all incidents, actions taken, and communication details accurately and thoroughly

• Analyse incoming information, assess potential issues, risks or threats, and escalate critical issues to the appropriate individuals or departments

• Coordinate and assist in the implementation of emergency response procedures, ensuring adherence to established protocols

• Provide guidance and support to field personnel during critical incidents, offering clear instructions and maintaining effective communication channels

• To ensure continuous communication to the technical team and feedback regarding escalations to Client Line Management and Users

• Conduct routine checks and tests on equipment to ensure operational readiness and report any malfunctions or technical issues promptly

• To ensure a minimum of 98% customer satisfaction feedback rating on closed tickets on a monthly basis

• To ensure that best server and network monitoring practices are adhered to as well as ITIL 4 practices

• To ensure that documented Standard Operation Procedures are followed.

• To provide input to the Monthly Operations Report

• Report on all product failures

• To ensure adherence to all Altron SI processes, policies and procedures as per prescribed compliance

• To ensure that all the allocated and contracted development activities (Individual Development Plan) between manager and employee is successfully completed within the Altron policy and procedure framework.

• Stay updated on industry trends, best practices, and technological advancements related to command centre operations.

Core responsibilities:

• Monitor and act upon events generated through various systems and services, by pro-actively addressing events in ensuring the availability of servers and network devices as contracted

• Monitoring and acting upon events is a core responsibility, as it directly impacts the overall performance and availability of servers and network devices

• By continuously monitoring systems and services, the operator can detect any issues or anomalies that may arise. This enables them to take immediate action and prevent potential downtime or service disruptions

COMMUNICATIONS & WORKING RELATIONSHIPS:

Internal:

• Team Members

• Service Desk

• Server and network engineers

• Peers within the Group

• Operations Manager

Reasons for Interaction:

• Team Members

• Service Desk

• Server and network engineers

• Peers within the Group

• Operations Manager

External:

• Clients customer server and network teams

• Third party service providers

Reasons for Interaction:

• Assist with incidents and requests

• Work with service providers to provide resolution to detected alerts

QUALIFICATIONS, EXPERIENCE, & SKILLS:

Educational Qualifications:

• Matric, Technical Support NQF Level 4; Diploma in Information Technology

Professional Qualifications

• CompTIA Server+

• CompTIA N+

• Microsoft Certified: Azure Administrator Associate

• MCSE Server Infrastructure

• MCSE Private Cloud

• ITIL Foundation

Years of Experience

• 2 – 4 years of Technical Support with an emphasis in MS Azure, Migration to Cloud, MS Operating Systems, MS Office or Office 365 and MS Server

Other requirements

• Demonstrated skills, knowledge and experience in systems support and/or monitoring

• Very Good troubleshooting and problem-solving skills

• Good Interpersonal Skills

• Excellent prioritisation skills

• Self-Motivated and disciplined

• Ability to work independently and within teams

• Ability to impart and share knowledge and skills

• Ability to work in a fast-paced and high-pressure environment

• Strong multitasking abilities and the capacity to handle multiple responsibilities simultaneously

• Excellent communication skills, both verbal and written, with the ability to convey information clearly and concisely

• Proficiency in using various computer systems, software, and equipment commonly used in command centre operations

• Sound judgment and decision-making skills, with the ability to prioritize tasks effectively

• Exceptional attention to detail, ensuring accuracy in documentation and data entry

• Ability to work in rotating shifts, including evenings, weekends, and holidays

• Physical fitness and the ability to remain calm and composed in stressful situations.

• Knowledge of emergency response procedures, incident management systems, and security protocols is advantageous

Behavioural Competencies

The incumbent is required to have demonstrated the following competencies:

• Delivery: Translates business objectives into practical, prioritised and organised action plans; ensures plans are quickly and successfully implemented. Makes effective use of resources when executing; ensures processes are in place to achieve outcomes aligned to operational excellence standards.

• Teaming: Communicates ideas, information and business objectives effectively and persuasively, resulting in desired actions/outcomes.  Promotes, collaboration information sharing and learning within and across team members boundaries. Focuses on ensuring stakeholder satisfaction by building mutually beneficial relationships with stakeholders. 

• Leading & Managing Change: Generates and implements new and innovative ideas/approaches to improve business outcomes. Embraces, leads and manages change, providing guidance and support during implementation

Education

National Certificate Level 4 (N4) / Grade 12 (Required)

Languages

English