Ruoli e responsabilità
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
Incident Resolution: Respond to and resolve technical incidents and service requests within agreed service levels.
Escalation Management: Escalate complex issues to the Technology Operations Manager or appropriate central technology teams, ensuring timely resolution.
Monitoring and Maintenance

Proactively monitor IT systems and services, identifying and resolving potential issues before they impact operations.
Documentation: Maintain accurate records of incidents, service requests, and resolutions in the IT service management system.
ITIL Framework: Execute service delivery operations in accordance with the ITIL Framework.
Operational Excellence
Service Desk Collaboration: Act as the local liaison for the Global Service Desk, ensuring alignment and continuity of service.
Policy Adherence: Ensure compliance with Merlin Technology policies and procedures in daily operations.
Performance Metrics: Track and report key performance indicators to support continuous improvement initiatives.
Stakeholder Engagement
Customer Service: Deliver exceptional support to internal stakeholders, maintaining strong working relationships across teams.
Communication: Provide clear and timely updates to stakeholders on the status of incide

Technology Operations Technician

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