Level 2 Specialist - Data Centre Operations

We are seeking a talented individual to join our

Data Centre Operations team is responsible for maintaining and monitoring the NSI (Network System Infrastructure) including physical infrastructure, ensuring system performance, security, and compliance. They handle incident management, capacity planning, and perform routine maintenance to optimize data center efficiency. Additionally, they collaborate with other IT teams to support projects and implement improvements for reliable and secure operations.

• Develop, monitor, and identify opportunities to improve process, procedures, and controls which will enhance quality, service, and deliverables
  
• Provide continuous and consistent management reporting on the status of issues, actions, and resolutions
  
• Understand Datacenter operations processes and be able to perform analysis to ensure proper metrics are met at level1
  
• Create and integrate process information to develop L1 employee technical ability
  
• Provide escalated technical support for all systems and applications hosted in the Global Data Centers, ensuring all systems are managed and that all support services are meeting defined business service levels between L2 and L1 Operations staff
  
• Review and report on incident trending and top 10 incidents for remediation
  
• Maintain compliance to avoid risks of system outages or compromised data tracking including patching and vulnerability mgmt.
  
• Manage multiple operational and infrastructure related projects for related shift/team working with Level 1 teams to deploy software or changes across the infrastructure
  
• Monitor assigned incidents queues, track compliance with service management SLA�s and provisioning SLA�s
  
• Review incidents, changes and requests, making recommendations on trends such as excessive aging or incomplete troubleshooting of tickets in the DC Operations L2 space
  

• Bachelor's degree in computer science or related field
  
• 8 - 10 years hands on experience in a technical infrastructure operations/data center environment
  
• Understanding of ITIL and ISO operating guidelines; certification in ITIL preferred
  
• Strong leadership abilities and team management skills
  
• Must have technical and hands-on experience supporting multi-platform server and application environments
  
• In-depth knowledge of ticketing systems, monitoring, and knowledge of backup technologies
  
• Experience with Change control ticketing and incident reporting
  
• Knowledge of Job based automation and configuration
  
• Providing training and process documentation to level 1 support teams
  
• Ability to provide senior level communications and presentations
  
• Work with automation team to review new opportunities and work on new deployments
  

• Understanding diverse platforms and technologies
  
• Ability to understand server application down impact and manage all issues to resolution
  
• Ability to manage/run conference calls on technical severity issue with varying levels of
  
• personnel
  
• Understanding of Incident Management and it process and serve as the technical and communications liaison between application, support, and management teams
  

• 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 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.
  

Marsh McLennan (NYSE: MMC) is a global leader in risk, strategy and people, advising clients in 130 countries across four businesses: Marsh, Guy Carpenter, Mercer and Oliver Wyman. With annual revenue of $24 billion and more than 90,000 colleagues, Marsh McLennan helps build the confidence to thrive through the power of perspective. For more information, visit marshmclennan.com, or follow on LinkedIn and X.

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.