It Service Coordinator/Incident Commander

Job Profile Summary:
At Derivco, we work alongside our clients who are considered giants in the industry, to create and develop the platform that hosts some of the best online casino games in the industry.

We are also Platinum partners with vendors such as Microsoft and we are proud to say we employ over 2,500 of the brightest minds across our offices in the USA, South Africa, UK, Spain, Malta, Sweden and Australia.

To work for Derivco means you will work with cutting-edge technology., in our designer offices. Our people are brilliant., our ideas fresh and our technology is trailblazing.

You will be inspired, challenged, and stimulated every day and you will receive an extraordinary number of high-fives - rewarded for work well done. A place where you will feel as if you have found your intellectual and creative home.

**_
Sounds pretty awesome, right?_**

Derivco is an equal opportunities employer. We value people as individuals with diverse opinions, cultures, lifestyles and circumstances and we are committed to equality of opportunity and to providing a productive working environment free from unfair and unlawful discrimination.

**Job Description**:
**About The Role**

The primary responsibility of the Engineer is to manage the incident coordination process in our Networking Operations Centre. This includes monitoring incoming alerts/tickets, performing triage, and managing the appropriate response. This could include the first-line resolution or triggering and coordinating the major incident response process. There is also a focus on proactively identifying and actioning potential issues before they become incidents. As the role involves responding to live customer-facing issues, the Engineer is expected to work well under pressure and have excellent organizational and communication skills. The NOC is a 24/7 operation and so the Engineer will be expected to work on a shift basis.

**Qualifications & Experience**
- 3 years of customer service management within the IT industry
- Excellent written and oral English communication skills
- Basic Windows Server OS, monitoring, and diagnostic tools
- Basic SQL query skills
- Basic PowerShell skills
- Experience in using Grafana, Pager Duty, Kibana, Remedy
- Experience in directing/coordinating multiple Engineers in voice bridge calls
- Black Rock certification (Advantageous)
- Project Management experience (Advantageous)

**Responsibilities**:

- High Severity Incident Support Coordinator
- Coordinate technical staff from multiple teams in real time live chat environments for hours at a time to drive investigation of an issue through to resolution.
- Coordinate technical staff from multiple teams in real time live voice bridges for hours at a time to drive investigation of an issue through to resolution.
- Drafting and submitting written ongoing (every 30-60mins) formal structured communications updates for internal and external stakeholders whilst also undertaking points 1,2 & 3 concurrently.
- Ensure the closure of all resolved and end-user confirmed Incident records
- Ensure work practices are in line with all audit, security, and regulatory requirements and company policies
- Complete post-review of high severity incidents
- Monitor the incidents to ensure that the Service Level Agreement are respected
- Act as a point of contact for all major incidents

**Completes Projects**
- Completes all project work / allocated tasks on time / as per the agreed schedule and communicates progress with all parties concerned.
- Takes on additional, unplanned projects as required by the business.

**Completes Routine Operations Centre Tasks**
- Handles all 1st line escalations for different support teams, updates and resolves tickets as necessary
- Manual re-assignment of Pager Duty calls or following up on un-actioned Pager Duty calls
- Monitor activity of tickets and follow-up on progress
- Monitor and respond to critical incidents.
- Pro-actively monitor alert trends in real-time, e.g. multiple concurrent issues at a site
- Analyze data trends on internal tickets, customer contacts, social media, and network monitors to identify potential issues. Fulfil incident support coordinator role during high severity incident response - initiate collaboration channels (conference call, chat) - co-ordinate incident response - Send out comms to stakeholders.
- Provide audit data to post-mortem investigations or other investigations Consulting for - Grafana issues/questions - PagerDuty issues/questions - Kibana Issues/questions
- Complete daily administrative tasks: - Shift handover reports

**Perks**
- Health Insurance Allowance
- Mobile & Internet Allowance
- Gym Allowance
- Free lunches daily in the office
- Ongoing learning & development
- Life Insurance, TPD & Income Protection

LI-SK1