Technical Operations Analyst

Focus Resourcing Group
£28000 - £30000 per annum
30 Nov 2017
08 Dec 2017
Contract Type
Full Time

Our Reading client is seeking a Technical Operations Analyst to join the Operations team.

You will need to be willing to work a shift pattern (to provide cover from 7:00 - 23:00). The company are very flexible about the shifts and to accommodate personal preferences.

In the future there may be an 'on-call' requirement for overnight/weekends/bank holidays. This will be remunerated separately.

The role

Technical operations analyst within the Reading Bureau Operations Hub supporting Bottomline Cloud Services, 1st Line Swift Service, and the Direct Faster Payments Service

Job Responsibilities

  • Operational support of the Direct FPS Service applications (GT Frame & NCR Authentic), software and security.
  • FPS incident process initiation and incident management.
  • Case management via phone, portal and email (logging, acknowledgements, updates and completion of all case notes).
  • Case diagnosis and resolution; case routing where further levels of technical support are necessary; execution of correct escalation procedures when appropriate.
  • Logging, tracking and issues with the FPS Central Infrastructure.
  • Direct communication with customers of the Direct FPS Service and the VocaLink FPS Operations team.
  • Pro-actively informing customers and Vocalink of any issues with the Direct FPS service.
  • Uploading the Extended Industry Sort Code Directory (EISCD) to the service on a weekly basis.
  • Maintenance and development of Direct FPS Service and Cloud Services Support
  • Support the Transactional Operations team in the maintenance and running of the systems / servers that underline the services we offer.

The Person

  • At least three years' experience in Service Delivery or Technical Support
  • ITIL best practice experience/qualification in Service Continuity Management, Change Management, and Escalation Process.
  • A demonstrable understanding of computers, with knowledge of the Windows operating systems, Windows Server 2008/2012
  • Understanding of Linux/Unix (command line)
  • Ability to create and follow Standard Operating Procedures
  • SQL server administration and optimisation experience and/or Oracle database
  • Virtualisation experience e.g. VMWare, Hyper V, KVM
  • Understanding of TCP/IP
  • Experience of managing web applications on Apache, IIS, Oracle WebLogic.
  • Knowledge of Storage e.g. SAN, NFS
  • Formal training in computer science.
  • Knowledge of project management methodologies.
  • Experience with automated deployment tools, such as Puppet.
  • Knowledge of ISO 27001 standards
  • A good understanding of the UK Faster Payments Service would be very advantageous

Soft Skills

  • An emotionally intelligent and highly empathic communicator
  • Common sense
  • Resilient, self-motivated, with an outstanding work ethic
  • Calm, methodical and persistent, especially under pressure
  • Process orientated with a meticulous eye for detail
  • Analytical with the ability to turn insight into action
  • Adaptable and flexible
  • Commercially aware

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