About the position
As 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.
- 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 Company 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 Company policy and procedure framework.
- Stay updated on industry trends, best practices, and technological advancements related to command centre operations.
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
Desired Skills:
