TAC Support Level 1

About the role

Manages and services large scale in-country data centre infrastructure and facilities to ensure 24x7 operations in rotating shifts. Supports the organisation's data centre services through active 24x7 monitoring of the infrastructure.

Key responsibilities

• Acts as Level 1 escalation point for all onsite operational incidents, respond & perform remote requests and onsite assistance within SLA
• Documents and updates accurately all requests on the internal Web Portal ticketing system such as user requests, incidents, provisioning, etc.
• Delivers ITIL compliance process conformance for incident, problem and change management
• Ensures effective implementations of safety, security and customer support policy and procedures
• Coordinates and provides support to contractors and vendors (LBI and other DC services) as well as inspecting completed work
• Plans and supports all preventive and reactive maintenance activities with little to no disruption to company's services
• Participates and supports internal and external audits for internal stakeholders and customers
• Generates accurate and regular reports when required