Graduate Trainee (L2)

Summary of the position: The role requires an individual who undertakes resolution of incoming issues, within expected technical capability, understands the impact of incidents on the client and responds appropriately – exhibits right sense of urgency. Key accountabilities · Regularly reviews incidents logged, highlighting trends & recurring issues to 3rd line Problem. · Recommends changes to resolve recurring issues. · Reviews assignment of incidents by Incident Analysts

• highlights to the team improvements that can be made in how calls are assigned. · Uses technical understanding to question and clarify incidents raised by clients, before agreeing where to assign the incident (incident triage). · Ensures all calls logged are clearly written so that any team member can understand the issue. · Takes day to day responsibility for assigning incidents through the incident management system. · Understands and executes against agreed processes for implementing fixes/changes. · Understands the impact of non-delivery on the reputation of PMC with the client · Provides regular client and internal communication on assigned activity and incidents
• ensure that interested parties are clear on current status, highlighting any issues that might impact delivery in the defined timescales to Team Leader/Support Manager. · Escalates to Team Leader/Support Manager when there are resource conflicts, or when SLA's are at risk of not being met. Please note that this role works on a rotational shift basis to ensure sufficient coverage for 24/7 and meet the needs of the business. Requirements Skills and Experience | Essential: · Experience on Oracle or Microsoft SQL server database
• Certification preferred but not must · Experience in windows batch scripting · Experience on helpdesk, incident and problem management as L2 support · Client interaction exposure Must be able to converse well in English, both verbally and in writing. Skills and Experience | Desirable: · Good understanding of Building tool – Maven, Gradle etc. · Very good understanding of ITIL framework and processes. ITIL certification is preferred. · Working knowledge/experience on Linux
• preferred but not must · Able to share ideas with the team and self-confident · Go-getter and solution-oriented personality · Very quick learner and keen to learn new things · Reliable & accountable individual who can manage client interaction