IT Operations Analyst

Element Materials Technology Ltd.; City of Edinburgh; On-site; GBP 30,000 - 60,000

Job description

Overview

Element is looking to hire an IT Operations Analyst. As the IT Operations Analyst, you will be required to drive operational excellence throughout the technology organisation by execution of a high standard of day-to-day operational support of ECS (Enterprise & Cyber Services) services provided to the Element business.

This function is integral to the success of Service Operations as a whole. The role will be working in a TOC (Technology Operations Centre) environment responsible for monitoring, troubleshooting, taking restorative actions as defined within published KB articles and ensuring delivery and availability of ALL services within the Element business.

The Senior IT Operations Analyst will report directly to the regional Technology Operations Center (TOC) Lead.

Responsibilities

• Work in a Command Center environment
• Work on rotational shift patterns to facilitate 24x5x365 support. Shifts will be office based except for a late shift which can be remote
• Monitor and provide first contact support for the production infrastructure, systems and applications in line with availability, response, and resolution SLAs
• Ensures the quality and ongoing capability of delivery of remote hands and eyes on services across multiple geographies
• Investigates, triages, resolves or escalates any alerting generated through monitoring tools or incident tickets in ServiceNow
• Identify and verify service impact to customers and escalate to subject matter experts in support of problem resolution
• Responds to and coordinates resources in the event of a Major Incident supporting the Major Incident Managers
• Assist in coordinating operations and engineering teams to identify errors and anomalies
• Effectively manage 3rd party, suppliers and vendors ensuring the support and commitment is carried out for major incidents and where needed escalate to senior management
• Contribute to Post Incident Reviews by ensuring the right level of attendance by key team members and has a clear disciplined model that is followed
• Ensure that all IT (Information Technology) teams (internal and external) follow the ECS Global Technology Incident and Major Incident Management Processes for every incident and ensure appropriate governance and oversight are maintained
• Develop and maintain relationships with senior stakeholders across Technology and the business to instil confidence and trust in managing critical situations
• Maintains, develops, and improves reporting capabilities and contributes regular reports to management on compliance with SLA objectives

Skills / Qualifications

• Previous Operations experience preferably with a Command Centre style environment where observability, response and resolution are key objectives
• Knowledge of data networking principles as well as a knowledge of the specific technologies used by clients, such as: switches and routers, networking infrastructure technologies, LAN, WAN (Wide Area Networks) technologies, and routing protocols
• Knowledge of Cloud principles included AWS, Google, Azure, etc.
• Knowledge of Active Directory, DHCP, DNS, SharePoint, SQL, Windows OS, VPN, vSphere hosts and virtual servers, Wireless Technology, Citrix, etc.
• Knowledge of monitoring tools such as Zabbix, etc.
• An excellent understanding of ITIL (Information Technology Infrastructure Library) principles
• Working knowledge of ITSM Tools such as ServiceNow
• Experience of working and delivering in a high-pressure environment with multiple priorities.
• Be able to proactively manage customer expectations. Strong time management and efficiency skills, organised, and delivery focused, good planning skills, and process driven
• Outstanding written and verbal communication skills for internal stakeholders, customers, and third-party suppliers
• Be able to proactively manage customer expectations. People orientated with experience of influencing and impacting leadership communities at varying levels
• Professional certifications such as Microsoft, Cisco, AWS, Google, etc. (Desirable)
• ITIL V3 or V4 Foundation or similar ISTM certification (Desirable)