Track Lead - Miscrosoft Windows,Microsoft Servers RDS,Touch Services

About this role

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What you'll do

• KEY RESPONSIBILITIES – CONTRACTUAL SCOPE • Operate the NOC Integration Process as defined in the Quality Assurance Plan for Incidents triggered by NOC service providers requiring onsite primary checks (§4.4.3). • Ensure proper logging, routing and ownership of each NOC-originated Incident, including assignment to the appropriate onsite support group (DTSSS). • Maintain alignment with the NOC service provider process, including ticket linkage and the agreed coordination mechanisms between the two ticketing estates. • Verify the validity of incoming requests and enforce correct ticket status management in line with agreed governance and SLA requirements. • Coordinate and monitor resolution activities with OSS teams and relevant Third Parties; apply escalation in cases of delay or blocking situations. • Own the event management and technical alert mail channels as Service Desk contact channels, including alert-to-ticket correlation and noise reduction (§4.2.1). • Monitor Incident queues for monitoring-originated tickets, hand P1/P2 candidates into the Major Incident Management process, and apply backlog management. • Report on NOC integration volumes, rejection and misrouting causes, and propose process and correlation improvements into the Continuous Improvement Plan. INDICATORS INFLUENCED BY THE ROLE
• REF INDICATOR REQUIREMENT REF INDICATOR CSL-1 P1 response time CSL-14 Tickets transfer delay £ 30 min / 99% £ 25% of Incident SL / 98% CSL-2 P2 response time REQUIREMENT £ 1 hour / 98% CSL-18 Misrouting rate CSL-20 Dispatch request Next business day / 98% CSL-19 Reporting – Service Levels Detailed workflows, ticketing rules and operational procedures are defined in the QAP and prevail in case of divergence. SKILLS & EXPERIENCE ESSENTIAL • 5+ years in IT operations, NOC, or event and monitoring management. DESIRABLE > 90% 48 business hours / > 90
• Skill Requirements
• SKILLS & EXPERIENCE ESSENTIAL • 5+ years in IT operations, NOC, or event and monitoring management. DESIRABLE > 90% 48 business hours / > 90% • ITIL 4 Foundation or Managing Professional. • Experience in a SIAM multi-supplier operating model. • Practical ownership of alert-to-incident correlation and ticket linkage across two supplier estates. • Strong understanding of Incident, Event and Escalation management under ITIL. • BMC Helix ITSM; monitoring and alerting toolchains; dispatch and onsite coordination. • Fluent professional English; comfortable escalating across supplier management lines. ROLE NOTES • Automation of alert triage and enrichment. • Exposure to industrial or sensitive-site operational constraints. The role does not own the monitoring platforms themselves; accountability is for integration, ticket quality, ownership and progression of NOC-originated Incidents within the Service Desk scope
• Other Requirements
• Other Requirement : SD_Monitoring_L3

Who can apply

• SKILLS & EXPERIENCE ESSENTIAL • 5+ years in IT operations, NOC, or event and monitoring management. DESIRABLE > 90% 48 business hours / > 90% • ITIL 4 Foundation or Managing Professional. • Experience in a SIAM multi-supplier operating model. • Practical ownership of alert-to-incident correlation and ticket linkage across two supplier estates. • Strong understanding of Incident, Event and Escalation management under ITIL. • BMC Helix ITSM; monitoring and alerting toolchains; dispatch and onsite coordination. • Fluent professional English; comfortable escalating across supplier management lines. ROLE NOTES • Automation of alert triage and enrichment. • Exposure to industrial or sensitive-site operational constraints. The role does not own the monitoring platforms themselves; accountability is for integration, ticket quality, ownership and progression of NOC-originated Incidents within the Service Desk scope
• Other Requirements
• Other Requirement : SD_Monitoring_L3

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