PMC Desk Engineer
Posted on Aug 1, 2019 by CV-Library
Reports to: Power Management Centre Manager
ISS Division: ISS Technical Services: Virgin Media
Location: Technical Service Centre, Stoke on Trent
Shift Pattern: 6 on 6 off at 12 hours / 3 days followed by 3 nights 7 until 7 .
Within the UK, ISS provides high quality facility services designed to maintain the fabric and appearance of buildings. ISS provides facilities management; cleaning & hygiene services; maintenance and building services; catering; security; landscaping and a wide range of other tailor-made services for customers throughout the Public, Private and specialist sectors.
The Power Management Centre (PMC) Shift Engineer role will deliver a proactive, effective and professional Power event collation and registration facility in one central location on behalf of the entire Virginmedia power infrastructure footprint. This role will collate, check and distribute Power events received and displayed at the Power Management centre, from all Virginmedia sites.
This will be completed by administering, managing and controlling all power alarm events using defined alarm collection systems and tools.
These systems would include SCADA (70%), Netcool, Dataminor, Sentinal and Europlex. These events once priority defined, would be uniquely captured in Remedy and assigned to Power system trained field engineers for investigation and fix. This is done for the life of the incident.
Any high risk events or service affecting alarms would be captured as MSO’s and dealt with using existing process and procedure. All alarm collection work would be completed both proactively and reactively.
These duties lead to an end result, by the identifying and resolving power events before they cause any loss of services to all Virginmedia customers.
The PMC Team will be responsible for the provision of a world class power management service.
1. Ensure that all alarm events presented into the Power Management Centre are recorded, and acted upon correctly.
2. To log into all power alarm Telemetry systems on a daily basis, to constantly monitor the Virginmedia Power plant infrastructure for new or existing alarms.
3. Log into and use the Netcool umbrella / Scada management tool, to assist in the capture of all active Telemetry based power events.
4. Build remedy tickets for all captured Power alarms, and ensure all tickets and events are correctly prioritised and managed through to fault clearance.
5. Interface with all NMC’s or alarm collection teams within Virginmedia, to ensure all Telemetry events are recorded and centrally owned within the Power Management Centre.
6. Act as the single point of contact to all field based Power engineers working on live faults or completing routine maintenance actions. These engineers will be working for Virginmedia or approved 3rd party companies.
7. Collect and publish all planned maintenance work schedules and programs for all sites, to confirm their success and completion. This would include on-load generator test schedules.
8. Centrally record and publish all Power infrastructure upgrade programs including ‘get well’ schemes.
9. Record and manage real time ‘Generator running’ events to ensure all such sites are visited while the generator is running. During this visit by a field based Power engineer, the generator engine set will be monitored and kept fuelled.
10. Build a site floor plan on a per site basis across the Virginmedia power plant infrastructure. Part of this task would also include capturing power usage figures at site, to allow any future equipment installations leaving the power plant working within specification.
11. Track and record the whereabouts and usage of the Disaster Recovery mobile power equipment units.
12. Help to design and implement a standard alarm connection and output display template for all Virginmedia sites.
Suggest improvements and innovations to improve the service provided.
To take a pro-active approach to client liaison and ensure that concerns are dealt with or relayed to management as necessary.
To be fully aware of contractual requirements and customer needs at all times.
1. To provide a world class PMC service to Virginmedia and ISS employees associated with the account delivery.
2. Delivery of a service focused and professional approach when answering any telephone calls or dealing with any enquiries into the Power Management Centre. To demonstrate tenacity and drive to ensure power failure events are resolved as quickly as possible. This would be a priority when dealing with service down situations, or dealing with difficult telephone calls from internal or external customer agencies.
3. To use and show the ability to calmly identify critical Power outage events, raise a unique ticket number and own and manage the problem through to completion.
1. The PMC engineer will liaise, report and be in contact with all Virginmedia networks NMC’s. This will avoid duplication and multiple dual actions on the same Power event, but also keep the technology centres aware of the problem and rectification. This is especially important during MSO events.
2. The PMC engineer will liaise, report and be in contact with all alarm collection teams under the ‘St Hilary’ banner, and ensure all BISS system alarms are collated and acted upon.
3. The PMC engineer will liaise, and be in contact with the Virginmedia Power team. This will allow technical knowledge transfer and effective communication between the PMC and all power field engineers, during fault fix and MSO event handling.
4. The PMC team will liaise with the Virginmedia Change Control team, to ensure all Power upgrade programs or changes are known by the PMC and recorded via Remedy at the time of the change.
5. The PMC team will liaise with the Virginmedia Incident and Problem management teams, during live service affecting Power related events, or situations that place the Virginmedia estate at risk.
6. The PMC team will liaise with the Virginmedia Power Field Engineering team, to ensure effective communication between the PMC and all power field engineers, during fault fix and MSO event handling.
7. The PMC team will liaise with Regional Electricity companies during incidents that involve the loss of building mains supply. Existing contact procedures will be used, but added to build a viable escalation method for future use.
* ONC, HNC, City & Guilds, NVQ or recognised apprenticeship in engineering, building services, HVAC, electrical engineering or similar discipline.
* IOSH or equivalent health & safety training and/or qualification.
* Basic knowledge of Power plant systems (high level only) and a general understanding of Power alarms and events (UPS & DC Systems).
* Comprehensive understanding of engineering within FM, building services or manufacturing industries.
* Previous experience of working in a Helpdesk or Management Centre environment, and be used to administering telephone calls, supervising the collation of alarm events, and ensuring a ticket management system is fully populated and up to date.
* Well-developed verbal and written communication skills are required; proactive communication skills are a requisite in establishing and maintaining customer confidence.
* Proven technical understanding of HVAC systems.
* Proficiency with the Microsoft Office suite and Maximo or similar software.
* Previous experience working with Network events via SCADA/Netcool or a similar system, and using the Remedy ticketing system or a very similar package. Along with this requirement an understanding is required to be able to deal with multiple events, and prioritise them accordingly. This is preferred but not essential.
* Previous proven experience in a Power event management role or previous experience within a helpdesk or NMC environment is preferred but not essential