The Discovery Technology Services Infrastructure teams are responsible for all composite hardware, software and network monitoring throughout the business.
This allows us to deliver a world class IT monitoring solution and service to our clients and partners. Key Purpose The role provides support, leadership and training to the Events Operations team for the core purpose of proactively escalating IT Infrastructure failures for the Discovery Group.
It requires supervision of staff across a 24 / 7 timeframe by assisting and providing guidance during escalations. Apart from overseeing proactive Incident detection and escalations to back office and system teams, the incumbent is required to ensure real-time monitoring of the Data Protection environment and Enterprise Database Systems, thus ensuring uninterrupted business impact, when performing data warehouse refreshes.
Areas of responsibility may include but not limited to :
Accountable for the delivery of Technology Services infrastructure escalations by the Events Operation team and effectively collaborating with Major Incidents, Problem Management and Incident Management.
Creating, updating and implementation of standard operating procedures for the Events Operation environment.
Training of new hire employees and existing employees on all systems, processes and procedures.
Resolving any Events Operation visibility issues that may prohibit the team from performing their monitoring function.
Management and quality screening of logged Incidents, ensuring that these tickets are acknowledged and processed within agreed SLAs, represented at MANCO.
Change Management - responsible for attending CAB meetings identifying any potential changes that may impact the Events Operations team and communicate effectively weekly.
People management - skills development, performance conversations, mentorship and resource planning.
Representing the Events Operations service offerings at relevant forums within Discovery Group.
Asset Management of Event Operations environment.
Personal Attributes and Skills
Learns on the Fly
Attention to detail
Strong people management skills
Results driven with a strong Customer Service focus
Able to adapt to changing circumstances
Able to engage effectively across all levels of the organization.
Able to operate effectively in a high volume, pressurized environment
Ability to translate statistical and trended data into opportunities for improvement.
Education and Experience
IT Diploma or Degree
ITIL Foundation - Knowledge of ITIL Event Management framework
3 years in a leadership position
8 years overall IT operations experience with 5 years within an Enterprise environment
Monitoring Tools experience (Dynatrace, SCOM, Appdynamics etc.) - Advantageous