1. Provide 2nd line support interfacing with 3rd line support suppliers and vendors as required to resolve complex issues
2. Liaise with customers on all complex issues that can not be resolved satisfactorily by 1st Line support, taking ownership through to resolution whilst maintaining communication flow throughout
3. Ensuring Wintel/Unix systems are performing within required capacity management parameters.
4. Ensuring Wintel/Unix systems uptimes are within the business defined SLAs.
5. Ensuring Wintel/Unix systems hardware is maintained.
6. Manage the Data Backup and Storage solution by maintaining the confidentiality, integrity and availability of corporate, operational and customer data.
7. Support and undertake the installation of new or upgraded IT systems and services.
8. Support and evolve Operational Acceptance criteria activities
9. Support the User Acceptance Testing, User Trials and Service Commencement requirements
10. Maintain 2nd Line IT Support related policies, processes, tools
11. Undertake initiatives to strengthen the Incident Analysts knowledge and capabilities
12. Delivery of the 2nd Line IT Support remit ensuring the availability of the function across a 24/7, 365 day pattern including on call requirements
13. Develop and discharge the Applications, Infrastructure and Spares Management related processes as well as participation within other processes such as Problem, Change, Incident, Release, Availability Management.
14. Adhere to all relevant MSP and MSI processes.
15. Knowledge sharing, training and development within the team
16. Develop continuous improvement plans and initiatives to improve performance, quality, efficiency and customer satisfaction .
17. Provide responses to operational escalations and complaints in an effective and professional manner.
18. Act as an external ambassador, representing and promoting UKMS to customers and suppliers through all relevant contact
19. Support the production of reports relating to the 2nd Line IT Support team performance.
20. Identify risks to achieving performance Levels and initiate appropriate actions to mitigate
About Motorola Solutions
Motorola Solutions is a data communications and telecommunications equipment provider.