ICT Operations Analyst - 6 month contract
250 per day (Inside IR35)
Oxford (4 days) + Home Address (1 day)
Key skills: Azure, ServiceNow, SolarWinds, SCCM and SCOM. This role is shift based.
The overall purpose of the role is to monitor and manage the ICT infrastructure & networks environment, both proactively and reactively ensuring service availability is maintained at a high level with limited outages.
Key result areas in the role are as follows:
- Maintain a high level of availability of services provided to users by responding to alerts and events on a 24/7 basis. Utilising the specialist tools in place and automation where possible.
- Ensure a timely response to referred incidents and requests for the support, resolution and
management of systems according to agreed procedures to meet business need. Act as a point of escalation from the Service Desk ensuring resolution is within the defined service level agreement.
- Identify problems or trends within the ICT estate and work with the problem manager to ensure root cause and technical resolution is identified.
- Carry out regular operational maintenance and procedures including tape runs, file storage, etc to ensure all documentation is kept up to date.
- Support 3rd party suppliers when environment access controls need to be provided and access approved.
- Act as advisor & contributor on capacity requirements across the estate ensuring file storage is always available.
- Identify any configuration item alerts that can be automated within the estate and apply via the tools roadmap within the estate to report against defined, acceptable performance parameters.
- To adhere to the JICT ITIL request for change process ensuring assessments and RFC's are presented at CAB.
- Provide guidance and mentoring to increase skills of the Service Desk Analysts working with
them to ensure all knowledge base articles are up to date.
The knowledge or skills required in the role are as follows:
- Knowledge of monitoring tools including ServiceNow, Solarwinds, SCOM & SCCM.
- A proactive and analytical approach with a technical background of supporting both on Premises & cloud services.
- Knowledge of ITIL event & access management processes and best practice.
- Proven ability to work in teams with little or no direct supervision. Ability to understand how the application of ICT technology impacts the organisation, business objectives and processes. Able to articulate technical designs and principles to a non-technical audience.
- Possesses an understanding of Microsoft Server technologies as well as knowledge of enterprise backup solutions and virtualisation.
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Canddiates must have lived and worked in the UK for the last 5 years to meet the security requirement for this role. VISA Sponsorship is NOT available.