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Merlin is embarking on an exciting business transformation focused on sustainable growth, underpinned by technological leaps in capability. The Technology Operations Technician is responsible for providing first-class technology service delivery, ensuring operational continuity and resolving technical issues across their assigned area. Reporting to the Technology Operations Manager, the Technician acts as the first point of contact for technical support, manages service requests, and contributes to the successful implementation of IT projects. This role requires strong technical expertise, excellent problem-solving skills, and a commitment to delivering exceptional customer service.
Key Accountabilities
Service Delivery and Support
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- Incident ResolutionRespond to and resolve technical incidents and service requests within agreed service levels.
- Escalation ManagementEscalate complex issues to the Technology Operations Manager or appropriate central technology teams, ensuring timely resolution.
- Monitoring and MaintenanceProactively monitor IT systems and services, identifying and resolving potential issues before they impact operations.
- DocumentationMaintain accurate records of incidents, service requests, and resolutions in the IT service management system.
- ITIL FrameworkExecute service delivery operations in accordance with the ITIL Framework.
Operational Excellence
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- Service Desk CollaborationAct as the local liaison for the Global Service Desk, ensuring alignment and continuity of service.
- Policy AdherenceEnsure compliance with Merlin Technology policies and procedures in daily operations.
- Performance MetricsTrack and report key performance indicators to support continuous improvement initiatives.
Stakeholder Engagement
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- Customer ServiceDeliver exceptional support to intern
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