Job Description

• providing support to users of Oracle and Open Source web hosting products on a shift basis;
  
• being the principal escalation and incident management point of contact for operational issues during the shift;
  
• managing major incidents that involve any of the Middleware technologies that the team supports, including communication with senior
  

stakeholders;

• managing the incident and change tasks of the shift, prioritising, assigning and re-assigning issues as required in order to meet SLA and
  

to be in tune
with business importance of affected applications, including negotiation with problem managers, project delivery managers and leaders of
other support
teams;

• ensuring that all change and trouble tickets being handled by the shift are appropriately prioritised, that they are handled correctly and
  

that any
ongoing issues or changes are handed between shifts cleanly;

• assisting Line Manager with shift rostering and scheduling, including ensuring that working hours of shift members are accurately recorded
  

and that
policies on maximum working hours / minimum rest intervals are fully complied with, and identifying and executing training and development
opportunities
for shift members;

• identifying process and/or technical improvement opportunities, designing solutions to problems faced, delivering the designed solution
  

within
assigned resource and financial constraints;

• assisting in Estate Management tasks in the shared utility services.

Requirements

We expect you possess:

• Experience of leading a team or activity in a fast-paced operational support role;
  
• Very good English skills;
  
• Experience or knowledge of service management environment and activities;
  
• Excellent verbal and written communication skills;
  
• Ability to work under pressure of an uncertain, rapidly evolving environment with often contradictory and frequently changing moving
  

priorities and
still maintain requisite quality levels and service stability.

• Analytical ability covering incident recovery, root cause identification and eradication and pro-active service and process improvement.
  
• Self-starter, able to work unsupervised in addition to being a strong team player
  

Technical knowledge/other:

• Unix knowledge (essential) - Red Hat Enterprise Linux preferred
  
• Essential knowledge: web servers including JEE, HTTP Servers, Java Servlet Engines
  

1. JEE - one or more of Red Hat JBoss EAP Oracle Weblogic, IBM Websphere desirable
2. HTTP Servers - one or more of Apache httpd, Sun Java Web Server (Oracle iPlanet Web Server), IBM HTTP Server desirable
3. Java Servlet Engines - Apache Tomcat desirable

• Desirable knowledge/other: java caching products such as Coherence, ehcache, memcached
  
• Desirable knowledge/other: internet facing technologies and DMZ infrastructure
  
• Desirable knowledge/other: authentication technologies
  
• Desirable knowledge/other: PKI and SSL

Company offers