UK HQ, 40 High Street, Street, Somerset, United Kingdom Req #1766
Job Overview
To deliver responsive and timely technology services to the global business, including the running and ongoing maintenance of the technologies required to deliver Clarks business systems. These technologies will incorporate hardware, software, networks, datacenters, data storage, cloud and on-premise servers, Helpdesk services, client devices and telephony and communications.
To manage high priority incidents impacting Clarks’ ability to trade or conduct critical business activities to timely resolution with appropriate communication.
Dimensions
People: N/A
Impact: Supports the management of services that are critical to the delivery of Clarks’ brand and products to our customers and consumers and that enable the business to function. When major service incidents occur, Service Engineers participate in the investigation, analysis and resolution of the issues to ensure that normal service is resumed and that the impact to Clarks’ ability to trade and conduct business is minimised.
Responsibilities
* Investigate and diagnose incidents
* Work from incidents which have been recorded, classified, and prioritized by the Service Desk. Identify and record further incident symptoms and attempt to determine possible causes.
* Resolve and recover from incidents.
* Document, apply and test the identified solutions or workarounds and perform recovery actions to restore the IT-related service.
* Follow appropriate request procedures and verify that service requests fulfil defined request criteria. Ensure approval has been obtained where appropriate and fulfil requests within SLA.
* Manage change
* Follow change management process to test and implement planned and authorized changes. Support the management of emergency changes to minimize impacts and further incidents ensuring the emergency change process is followed. Ensure all change is controlled and takes place securely.
* Close service requests, incidents and change tasks
* Verify satisfactory incident resolution and/or request fulfilment, and close.
* Perform operational procedures
* Monitor, maintain and perform operational procedures and operational tasks reliably and consistently.
* Identify and classify problems
* Work with the Service Desk to define to report problems identified, including problem classification, related incidents, categorization and prioritization.
* Investigate and diagnose problems using relevant subject management experts to assess and analyze root causes.
* Raise known errors
* As soon as the root causes of problems are identified, create known-error records and an implement appropriate workaround to minimize the impact of problems. Identify and potential solutions.
* Resolve and close problems
* Identify and initiate sustainable solutions addressing the root cause, raising change requests via the established change management process if required to resolve known errors. Ensure that the personnel affected are aware of the actions taken and the plans developed to prevent future incidents from occurring through effective communications.
* Investigate and address availability, performance and capacity issues.
* Ensure that appropriate incidents and changes are logged for availability, performance and capacity issues and where possible resolving and closing them.
* Provide input into the continual improvement of services
* Use automation wherever possible to build or improve existing technical capabilities, driving down the rate of BAU IT operations
* Contribute to the improvement and evolution of IT-enabled services and service delivery through collaboration across the function. Align with changing enterprise and technology requirements to provide service progression.
* Respond to risk
* Respond in a timely manner with effective measures to limit the magnitude of loss from IT-related events. Highlight risks identified to colleagues and stakeholders.
* Management of assets
* Contribute to the management of assets by collaborating with CMDB & the Service Desk to ensure that assets are utilized effectively and efficiently, are accounted for and physically protected.
Qualifications
* Experience with provisioning and supporting a Windows 10/11 device estate.
* Experience with provisioning and supporting Mac OS.
* Good understanding of Microsoft Cloud services (Microsoft 365 and Entra ID).
* An understanding of Basic Networking, DNS, DHCP, Active Directory and Microsoft Exchange.
* Experience of ITIL terminologies and frameworks.
* Strong analytical and conceptual reasoning skills and highly effective communication skills – ability to articulate complex issues and concepts to a wide range of recipients both written and verbally.
* Collaborative working style with a clear and relentless focus on delivering outcomes.
* Good understanding of developing trends in the industry and related technologies to provide a context for the development of Clarks strategy.
Disclaimer
This document describes the general nature and level of work only. It is not designed to cover an exhaustive list of all skills, activities, duties or responsibilities that are required of the employee for this job. Other activities, duties, and responsibilities may be added at any time. This description may be changed at the company’s discretion at any time, with or without notice.
* UK HQ, 40 High Street, Street, Somerset, United Kingdom
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