Application/3rd Line Support (Windows, NHS)

Application/3rd Line Support (Windows, NHS)
£130 - £160 per day Negotiable
( £16- £20 per hour)
ASAP
Sheffield

The primary objective is to provide 3rd line application support to the end client.

Key Responsibilities:

* To actively support, at all times, company policy and best practice in the area of security, with particular emphasis on the protection of sensitive customer information
* Change implementation; including Support to change management process by participating in CAB and raising RFC's
* Incident Management (Investigation, Simulation, Analysis, Resolution, Raising Problem Record)
* Incident escalation to the appropriate resolver team
* Development, test and implementation of Service Protection Plan
* Coordination with other support teams for incident resolution and day-to-day activities
* Undertake change work in line with the instruction and relevant implementation plan
* Manual operation activities, where appropriate/necessary, eg housekeeping, backups, implementation of workarounds to known service issues and implementation of live service health checks
* Change Control - Changes to environments following instructions in RFC's, and other processes and procedures, as provided to the supplier, and as updated by the end client from time to time
* Provide operational support using defined support processes to progress system and data failures to resolve within SLA
* Develop, Review and assure new support processes as part of Acceptance Into Service and continual improvement
* Perform fault reporting, information gathering, investigation, diagnosis and resolution for technology related issues
* Understand application structure and develop scripts and processes to enable automation and system improvement
* Liaise with 1st through 4th line support, teams and with suppliers
* Escalation of major issues to senior team members and NSOC management,
* Bring new customer releases and managed IT contracts into business as usual support and providing technical support during the transitional stages and in-life as required

Desirable Skills:

* Experience of Windows environment with knowledge of Windows event logs
* ITIL & SQL & IIS
* Client facing
* Communication skills
* Flexibility to work on diverse teams due to the nature of the business