IM Specialist: VDN Solutions

• Monitor overall performance of VDN infrastructure.
• Monitor and track customer satisfaction levels and system stability to maximise service excellence in operational effectiveness
• Monitor, drive and track the compliance posture of all VDN systems and equipment based on vendor recommendations and standards driven and communicated from the central Architecture team.
• Evaluate and ensure processing performance relating to system and equipment utilisation, reliability and capacity.
• Undertake fault investigations to restore services or suggest enhancements to any Tower services.
• Oversee and coordinate restoration and disaster recovery plans that remediate service outages
• Review and report on any licensing exposure for the VDN environment to ensure compliance
• Provide specialist problem management frontline services with respect to firewalls, LAN and WAN, in partnership with our vendors
• Review applications and infrastructure landscape and suggest improvements/optimisation opportunities
• Manage all risks relating to voice and data networks
• Participate in regular service delivery reviews with network infrastructure operational support partners.
• Act as an escalation point for incidents or complex site incidents
• Act as a member of programme and project teams initiatives with the knowledge that implementation schedules may be outside of normal working hours which would result in flexible working hours and time keeping.
• Administer and support Firewall environments.
• Participates and performs other duties as assigned.

Engagement:

• Consistently displays a positive and engaged manner
• Motivated, consistently works to best of ability to meet performance criteria
• Strives to do things significantly better

Knowledge:

• the specific IM field, controls and risk mitigation
• proficiency in English language.
• local conditions
• Business Unit plans and initiatives
• Frontline IM services, toolsets, compliance and standards
• Outsource vendor management to ensure effective resource utilisation across the portfolio
• Provides a consistent outstanding role model in relation to safety practices with a deep understanding of the importance of safety which is critical and foremost in our operating environments

Technical Ability:

• deliver a portfolio of IM services to a defined client base
• Work alongside vendors and support partners for fault resolution
• liaise with peers and the Global VDN lead to ensure that roadmaps are followed and services are introduced with excellence
• analyse and identify risk root causes and quantify potential business impact
• engage with key stakeholders and understand their process requirements
• implement best-fit solutions to meet stakeholder requirements and contribute to IM process enhancements
• perform continuous monitoring reviews and measure defined quality and quantity indicators
• interpret policy and explain why work needs to be completed in a particular manner
• explain how a particular process task needs to be fulfilled
• assign and re-assign work to ensure that outputs and the elimination of waste
• participate in business initiatives/projects and the different processes involved
• Effectively document and communicate initiatives

Social Processing ability:

• manage self
• develop self
• engage with key stakeholders to make sure that process changes can be anticipated and planned
• appreciate different thoughts and opinions
• understand different contexts and adjust behaviours appropriately based on that understanding
• adjust stakeholder communication to align with audience diversity
• self driven and ability to work with IM peers

Reporting:

• Support VDN activities by developing applicable monthly reporting structures for key stakeholder consumption.

Key Competencies:

Cognitive processing ability:

This role involves analysis, reflection and the use of data over a longer period of time, in order to anticipate problems. It requires knowledge of the overall system and focuses on the direct application and improvement of systems.

Strong analytical and problem-solving ability

Skills/Experienec/Qualification: