Remedy Application Technical Support Engineer

Rugby Recruitment Services Ltd
45000.00 - 50000.00 GBP Annual + GBP45000 - GBP50000/annum + Excellent Benefits
17 Aug 2019
05 Sep 2019
Contract Type
Remedy Application Technical Support Engineer
Rugby - GBP45,000 - GBP50,000 + Excellent Benefits
Company Overview:
The Remedy Application Technical Support Specialist is responsible for maintaining the availability and delivery of the ESN ITSM Toolset within the UK managed service platform. This is delivered as part of a 24/7/365 support model underpinning the delivery of all associated services and service levels in line with contractual performance levels.
The Remedy ITSM toolset includes SmartIT, MyIT, Incident Management, Problem Management, Change Management, Knowledge Management, Service Request Management, Service Level Management, CMDB/Asset Management, Discovery and Reporting business solutions (version 9 and newer)
* Reporting to the Application Technical Support Manager within the Technical Support Office.
* The post holder will interact with other operational specialists within the Managed Service Platform, As a key technical interface point for our client, ESN, User Organisations and Suppliers the post holder will demonstrate an ability to establish and maintain effective relationships across a wide landscape.
* Within the given remit the post holder will be responsible for delivering agreed Service Levels and internal KPI's , ESN and new Services covering areas such as Availability, Incident Resolution, Request Fulfilment, Problem Resolution, and Change Management.
* This post holder will be responsible for providing Technical Support; Developing Processes, Policies and Local Work Instructions; Project delivery activities in support of the existing Service, ESN Mobilisation and ESN User Services along with the introduction of new Services and Solutions.
* The Application Technical Support Specialist will be responsible for developing and discharging the Applications, Infrastructure and Spares Management related sub processes as well as participation within other processes such as Problem, Change, Incident, Release, Availability Management, etc.
Key Responsibilities/Accountabilities:
Provide 2nd and 3rd line support interfacing with suppliers as required to resolve complex issues and agreeing solutions with Technical Design Authorities
Delivery of the Remedy Application Technical Support remit ensuring the availability of the function across a 24/7, 365 day pattern including on call requirements
Liaise with Customers on all complex issues that cannot be resolved satisfactorily by 1st and 2nd line teams, taking ownership through to resolution whilst maintaining communication flow throughout
Ensuring the Remedy Application Infrastructure and systems are patched to the correct level required by our security accreditors.
Ensuring the Remedy Application, enablers and supporting infrastructure are performing within required capacity management parameters.
Ensuring the Remedy Application and Enabler service uptimes are within the business defined SLAs.
Ensuring the Remedy Application and Enabler supporting infrastructure hardware is maintained.
Support and undertake the installation of new or upgraded the Remedy Application and Enabler Infrastructure components, systems and services.
Support the Application Technical Support Manager with Vendor and Supplier technical performance and management reviews
Technical Expertise;
* Experience in a Remedy support role, diagnosing and resolving incidents within the Remedy application to meet customer SLAs
* Experience with, configuration and administration including SOAP web services.
* Experience with build, configuration and administration of software applications.
* Infrastructure/server administration experience in particular SSO (Single Sign On), SAML, Server Groups and Load Balancing
* Thorough understanding of the Remedy table structure including foundation (e.g CTM:People), record processing (e.g AP:Detail-Signature/HPD:HelpDesk_SLM_Join_Outer) and core layer (e.g CAI:Event Parameters)
* Experience configuring and administering BMC SmartIT and MyIT modules (version 9.x and newer).
* Troubleshooting experience when working with product vendor and customers including the creation and tracking of BMC help desk tickets.
* Experience with migrating code and data into and between Remedy environments using the desktop import tool, import/export console and Remedy Migrator tool.
Academic and Technical Qualifications:
* HNC or equivalent in Telecommunications, IP, IT or similar
* ITIL v3 foundation Desirable
Technical expertise, experience and knowledge:
* Understanding of ITIL, SIAM and IT Service Management concepts.
* Experience with SQL databases including ability to identify core tables and perform data selects and updates.
* Experience hosting Google Hangout/WebEx/Telepresence screen share conferences with technical teams to expedite the resolution of critical Remedy issues.
* Demonstrable ability to identify improvements in Technical Support SLAs e.g. Incident Resolution, Availability Management, Operate and Maintenance etc.
* Knowledgeable in Mobile and Public Safety Communication technologies and critical services
* Experience of administrating Virtual environments using ESXi technologies, Citrix, Horizon View
* Good knowledge of OSS/BSS Applications such as BMC Remedy, HP Openview, Netcool etc - Desirable