This position is for an established and productive professional individual contributor in Information Technology, who works independently with minimal supervision. This position will manage the voice, and data networks or modifies networks utilizing a broad and highly technical knowledge of the business area's functions and applications in the network architecture, hardware environment, software environment, and departmental procedures and processes. All network, incident, problem, change, configuration, asset, and practices. This position will also direct NOC staff and coordinate staffing and scheduling activities during work shifts.

We will count on you to:

Develop, monitor, and identify opportunities to improve process, procedures, and controls which will enhance quality, service, and deliverablesProvide continuous and consistent management reporting on the status of issues, actions, and resolutionsManage severity incident calls and reports to appropriate management and teamsUnderstand operations processes and be able to perform analysis to ensure proper metrics are met; integrate information to develop employee’s technical abilityProvide technical support for all systems and applications hosted in the Cloud, ensuring all systems are managed and that all support services are meeting defined business service levelsReview and report on incident trending and top 10 incidents for remediationMaintain compliance to avoid risks of system outages or compromised dataCommunicate ideas and information effectively via oral and written communication to diverse audiencesManager multiple operational and infrastructure related projects for related shift/teamMonitor assigned incidents and changes, track compliance with service management SLA’s and provisioning SLA’sMonitor ticketing queues for regular up-dates on a daily basisReview incidents, changes and requests, making recommendations on trends such as excessive aging or incomplete troubleshooting of ticketsAdapt and adjust to changing priorities both independently and in teamManage review incident, change and request status daily to ensure we meet customer requirements and SLAsMonitor strict compliance in accordance with MMC Tech standards, policies and proceduresProvide escalation of severity 1 issues to management timely and appropriatelyProvide on-shift staff with a senior technical escalation resource in the area of NSI L1 Operations and application support

What you need to have: 

Bachelor's degree in computer science or related field from an accredited college/university or equivalent combination of education, training, and experience3 - 5 years hands-on experience in technical infrastructure operations/Cloud environmentPrior supervisory experience in a large cloud operations environmentUnderstanding of ITIL and ISO operating guidelinesStrong process development and service delivery principlesTechnical and hands-on experience supporting multi-platform server and application environmentsExceptional communication skills both verbal and writtenIn-depth knowledge of ticketing systems and monitoringKnowledge of backup technologiesExperience with Change Control TicketingExperience with Incident Reporting and TicketingDemonstrated ability to manage in a large global company and \\ or complex IT environment preferred

What makes you stand out?

certification in ITILleadership abilities and team management skills

Why join our team:

We help you be your best through professional development opportunities, interesting work, and supportive leaders;We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have an impact for colleagues, clients, and communities;Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being;A yearly budget and the opportunity to build your flexible benefits package (up to 20% of your annual salary);30+ days off (25 legal days off, 1 extra day off on your birthday, public holiday replacement days, extra buy/sell from your benefits budget);Performance Bonus scheme;Matching charity contributions, charity days off, and the Pay it Forward charity challenge;Core benefits - Pension, Life and Medical Insurance, Meal Vouchers, Travel Insurance;

Marsh McLennan is committed to creating a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law.

Marsh McLennan is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh McLennan colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.