Operations Support Associate
THE FINANCIAL TIMES LTD
Manila
31d ago

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Main Duties and Responsibilities :

Analyze, diagnose and resolve faults of all FT’s application and services on a 24 / 7 / 365 basis

Deliver effective first and second line operational support for the FT’s products, services and tools globally including, but not limited to, Methode, FT websites, and others

Appropriately assign faults to other groups and within the team, ensuring clear handover and documentation

Deal with time critical outages in a calm and concise manner, ensuring all stakeholders are kept fully informed of progress on break / fix and / or change activity

Execute allocated project tasks. Help improve the transition of projects into service and ensure the team has the information available to allow them to take on and support new products and services

Proactive monitoring and maintenance for fault prevention as required

Exploit new and existing tools to improve detection and responses to incidents (or events), and to improve the availability and accuracy of information used by the Operations Support Team.

Ensure all activities are carried out in accordance with documented company policy

Understand the business processes and the business products or services impacted or supported by specific technical area

Work with counterparts in London to set up and develop processes for supporting new and existing products and services across the FT’s portfolio

Work with Operations Support Team in London to improve service, to resolve incidents, and to manage change

Look to identify, alongside UK based colleagues, routine, regular tasks that can be better supported by the Operations Support Team

Identify gaps and devise solutions with engineering and operation teams to automate repetitive tasks

Analyse trends and raise requests to address recurring incidents to reduce the number of required escalations into other teams

Alongside other teams, manage service impacting incidents, ensuring clear and accurate information is made available for Incident Management and the business

Help manager in building the team processes and be an active participant in regular forums and meetings

Amenable to working on variable shift schedule including nights, holidays and weekends as required

Optional and with supervision,

Implement changes. Interpreting change requests and implementing using defined change control processes. Understanding the impact of changes outside immediate technical area and being prepared to challenge requests that might impact production services

Carry out application code releases in test and production environments to complex release plans

Identify gaps and devise solutions with engineering and operation teams to automate repetitive tasks

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