Infrastructure & Telecoms Problem Analyst

UK Power Networks (Operations) Ltd
£30000 - £40000/annum
16 Jun 2017
16 Jul 2017
Contract Type
Full Time
Job Purpose:
Manage complex technical issues within the UKPN estate to ensure restoration of normal BAU service as quickly as possible. To work with in house resources and a number of 3rd party suppliers to ensure normal operations are maintained and service improvement initiatives are driven through to completion. To identify and remove problems within the estate.

Responsibilities & Accountabilities
- Take ownership of resolving problems within the operational estate
- Investigate and manage through to resolution problems within the infrastructure, telecoms and desktop estate.
- Produce plans to rectify problems
- Ensure timely relevant communication on all problems to all stakeholders
- Responsible for delivering infrastructure and telecoms service excellence
- Responsible for building strong relationships within the operations team, the wider IS department and the business, enabling effective infrastructure and telecoms services and ensuring consistent/appropriate communication for service-related issues and problems.
- Ensure all infrastructure and telecoms processes are correctly aligned to maximize delivery
- Work closely with the Service Management team to manage problems
- Provide support and guidance to the operations team as required
- Comply with all UKPN health and safety procedures, ensuring 3rd parties compliance.
- Support the IS Operations management team to deliver service excellence
- Act as the single point of contact for all infrastructure and telecoms problems
- Work closely with the Telecoms technical team
- Support all operations service managers by attending customer service review meetings as required

Skills, Qualifications & Requirements
- Previous experience of managing complex problems
- Experience of working in an outsourced infrastructure service
- Experience of working in an outsourced telecoms service
- Demonstrates a broad knowledge of infrastructure & telecoms technologies
- Technical qualification (MCSE, CCNA, level preferred)
- Strong understanding of server hardware and management (windows, Aix, Linux)
- Good understanding if database technologies (MS SQL, Oracle, MySQL)
- Strong technical background in an enterprise environment
- Service Improvement experience
- Strong knowledge of enterprise tooling incl. Service Now
- Experienced technical trouble-shooter
- To be able to engage with stakeholders at all levels (internal and external/suppliers) even during challenging times
- Proactive can-do attitude
- Good general problem solving skills
- Experience of analysing data and then producing actions plans/trackers in resolving issues and problems
- Excellent verbal and written communication skills
- Highly self-motivated and action oriented individual with a strong results driven mentality
- Good interpersonal skills
- Project management experience a bonus
- Team player

Health & Safety Responsibilities

Managers and supervisors carry both legal and company responsibilities for ensuring the health and safety of their employees, those under their control and those who might be affected by the work undertaken, i.e. public, visitors and employees of other organisations. This includes briefing individuals working for them and ensuring there is the necessary understanding, competence and application of requirements to work safely and without harming the environment.

Employees are responsible for ensuring they fully understand the health and safety risks involved in their work activities and their responsibility to apply the controls needed to manage those risks to acceptable levels. Similarly where work activities can have an adverse impact upon the environment, and particularly where there are legal requirements, employees are responsible for understanding those impacts and the controls they must ensure are applied