Operations Analyst

What will you be doing:

This position works alongside the infrastructure support teams to provide analysis and out of hours hands for monitoring and incident resolution.

This role involves the following:

• Working in a 24x7 support environment the Operations Analysts focus on maintaining the healthy operation of our customer estates.
• Triaging of incidents and monitor events and initial resolution support ensuring that response and closure SLAs are met.
• Completing daily system health checks and monthly reviews.
• Perform out of hours changes and fixes.
• Server and appliance patching and maintenance tasks
• Out of hours major incident management.
• Diagnose and troubleshoot technical issues and escalating where required.

Essential Skills:

• Ability to follow pre-defined processes and procedures
• Ability to fault find on a variety of windows and cloud technologies
• Good high-level understanding of infrastructure environments
• Good problem-solving skills
• Previous experience on a service desk/Operations centre
• Excellent written and verbal communication skills
• Sharp attention to detail

Desirable Skills:

• Experience administering/supporting the following:
• Windows Server and desktop operating systems
• Network devices
• Office 365 and Azure
• VMware/Hyper-v or any other virtualisation technology
• Monitoring tools
• Prior experience in a 24 x 7 operations centre
• Prior experience with ServiceNOW/Any enterprise ticketing system

To succeed in this role, you’ll need knowledge of utilising ITIL best practice as well as experience within an IT customer service environment.

You would be required to demonstrate the following:

• Service oriented behaviour and communication to internal and external customers.
• Ability to cope with pressures of peak workloads, short deadlines.
• Qualities: Integrity, timeline sensitive, goal oriented, motivated.
• Team player.