Job Title: IT Operations Support Analyst
Job Title: IT Operations Support Analyst
We are working with a growing technology services provider supporting its customers through the complex lifecycle of their assets from acquisition through to retirement, including the supply of skilled personnel required to consult, support and project manage through this journey. As an IT Operations Support Analyst you will support in the delivery of these services to the client.
To provide a proactive and reactive technical support service to achieve customer satisfaction as required across the customer environment. In this role, you will work as part of a team to manage and facilitate the resolution of technical issues in a timely and effective manner, ensuring minimum business impact in accordance with KPI's and SLA's.
The IT Operations Analyst is responsible for providing a Smart Hands and Eyes Support Service to support, maintain and manage the customers datacentres' ICT infrastructure.
The role is based onsite at the customers premises during regular core working hours.
" Datacentre Operational Services
" Proactive and reactive IT support.
" Facilitate and control physical access to the customers datacentre.
" Liaise with the customers facilities management supplier ensuring physical hosting facilities remain within tolerance for power and colling provision.
" Provide asset management information in accordance with the customers IT Hardware Asset Management Policy.
" Schedule mechanical and electrical maintenance activities.
" Support the provision of enterprise storage and services in the customers datacentres and infrastructure rooms.
" Manage and maintain the customers storage arrays and SAN for multiple tiers of storage.
" Support in keeping components of the customers storage design within manufacturer support.
" Virtualisation Platforms
" Help maintain all virtualisation platforms within manufacture support.
Backup and Recovery Service
" Support in managing all customer data in accordance with customer specified retention policies.
" Support in restoring customer business applications.
" Support in executing backup, recovery and failover tasks.
" Support in building physical servers and virtual machines.
" Support in managing all patching and software updates to avoid downtime during core service hours.
" Support in executing tasks related to the customers asset refresh process.
" Support in testing business continuity testing.
" Interact with other Customer support teams to resolve issues.
" Monitor, manage and resolve logged issues to a satisfactory resolution.
" Ensure regular and timely response based on customer's SLAs to email and telephone assistance requests, keeping stakeholders informed of problem resolution timeline and action plans.
" Identify and respond to situations that require a high sense of urgency and identify when escalation of issues is required.
" Follow through on commitments made to stakeholders.
" Ensures excellence and adherence to SLAs & KPIs
" Provides expertise to enable the correct application of operational procedures
" Identifies operational problems and contributes to their resolution, providing reports and proposals for improvement to specialists, users and managers
" Ensures that incidents and requests are handled according to agreed procedures
" Ensures that documentation of the supported components is available and in an appropriate form for those providing support
" Creates and maintains support documentation
" Identifies operational problems and contributes to their resolution
" Receives and handles requests for support following agreed procedures
" Responds to requests for support by providing information to enable incident resolution or promptly allocates unresolved calls
" Maintains records and advises relevant persons of actions taken
" 4+ years appropriate IT background and experience
" Datacentre support provisioning including but not limited to:
" Carrying out storage (storage arrays / SAN / NAS), back-up and recovery processes
" Supporting business continuity planning and testing
" Device driver and firmware management
" Device patching
" Appropriate customer facing/user support experience - Level 1 and 2
" Demonstrable experience in supporting Windows Server technologies
" Demonstratable Unix support provisioning
" Infrastructure hardware support
" Server Builds
" IT Application and Infrastructure
" Virtual Machines
" Understanding of IT workflows/ITIL practices
" Knowledge and understanding of working to defined SLAs
" Microsoft Exchange
" SC Cleared (or willing to undertake SC clearance checks)
" Drivers licence
" Strong IT Support background to level 1 and 2 support
" Excellent communication & customer engagement experience
" Confident, highly motivated self-starter
" Excellent literacy and numeracy
" Strong focus on service delivery
" Strategic thinker and excellent planner
" Organised, logical, diligent, and thorough
" Effective and efficient time management
" Flexible and willing to travel if necessary
" Team Player