Senior Infrastructure Analyst

UK Power Networks (Operations) Ltd
£38000 - £45000/annum
16 Jun 2017
16 Jul 2017
Contract Type
Full Time
Job Purpose:

Provide operational support in the delivery of all Infrastructure and Telecoms services. Taking ownership of all operational issues and driving them through to a quick and effective resolution. Working closely with all UKPN operations team members and a number of 3rd party suppliers in the delivery of an effective service. Drive service improvement and support a culture of service excellence. Take ownership of all operational issues and problems and provide effective communications to stakeholders. Supporting the Infrastructure and Telecoms manager in their delivery of CSAT.

Identify and implement best working practises which drive the service to deliver an exceptional service ensuring effective delivery to the business. Support a culture of service improvement focused on customer satisfaction and ensuring delivery against SLAs. Help to drive major incident management calls with multiple members to expedite service resolution.

Responsibilities & Accountabilities
- Responsible for ensuring all incidents are being managed correctly
- Responsible for ensuring all major incidents are being managed correctly and escalating issues where appropriate
- 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
- Ensure all tickets are efficiently managed and quickly resolved by the 3rd party teams to drive down aged tickets and ensure timely resolution of all incidents.
- Support the delivery of all relevant SLAs and KPIs and highlight exceptions in a timely manner
- Manage Risks within the infrastructure and telecoms tower
- Assist in the performance management and Service Reviews with 3rd party suppliers, ensure minutes and actions are captured and improvement plans are developed on a regular basis
- Manage all escalations for unresolved incidents, requests and problems (or if SLAs are failed), reporting back to the business with updates in a timely manner whilst ensuring all suppliers provide regular and relevant communications
- 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 operational issues through to resolution
- Continually develop and enhance operational procedures to drive down the cost of operation, improve performance levels and ensure consistency in operational standards.
- Champion the adoption and adherence to UKPN defined operating processes and procedures, ensuring full compliance across all teams.
- Deliver reporting as required
- Support the Service Managers by attending customer service review meetings
- Providing expert insight and guidance to support service delivery

Skills, Qualifications & Requirements
- Previous experience in a similar role
- Experience of working in an outsourced environment
- Demonstrates a broad knowledge of infrastructure & telecoms technologies
- Technical qualification (MCSE 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
- SLA/KPI management and Service Improvement experience
- Knowledge of enterprise tooling incl. Service Now
- 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
- 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