1st Line Support Operations Analyst

Recruiter
Anglo Technical Recruitment Limited
Location
Newcastle Upon Tyne
Posted
10 Feb 2018
Closes
15 Feb 2018
Contract Type
Contract
Hours
Full Time

PLEASE NOTE THIS ROLE WITH THE BPDTS IS OUTSIDE IR35

CV Submission Deadline: Tuesday 13th February 2018 @ 15.50PM

• ITIL Intermediate
• Other areas of technology and solutions – exposure to/or technical capability across projects and service lifecycle e.g. applications development, DevOps, solutions architecture, Operational Acceptance Testing, service support
• Experience of Service reporting - production of management information and reports, dashboards etc.
• Experience supporting services that are aligned to the business strategy and operational requirements
• Exposure to structured problem management and troubleshooting
• Awareness of Agile project methodologies including Agile and Waterfall
• Experience in the operation configuration, administration and support of IT Operations, application technologies and solutions

The responsibilities of the First Line Support Operations Analyst include, but are not limited to:

• Analyses, assesses impact, documents and implements changes based on requests for change.
• Understands IT Operations’ processes and how this supports the end user community
• Prioritises and diagnoses incidents. Investigates causes of incidents and seeks resolution in conjunction with specialist support teams. Facilitates recovery, following resolution of incidents
• Owns an issue until a new owner has been found or the problem has been mitigated and/or resolved
• Initiates and monitors actions to investigate, analyses patterns and trends and resolves problems in systems, processes and services. Determines problem fixes and/or remedies. Assists with the implementation of agreed remedies and preventative measures
• Takes inputs and establishes coherent frameworks that work
• Uses database management system software and tools and knowledge of logical database schemata, to investigate problems and collect performance statistics and create reports
• Carries out routine configuration, installation and reconfiguration of database and related products. Optimises database performance and forecasts resource needs
• Reviews requirements and specifications, and defines test conditions. Analyses and reports test activities and results. Identifies and reports issues and risks associated with own work
• Knowledge of a service management framework (e.g. ITIL) terminology, structure and basic concepts, and comprehend the core practices for service management
• Ensure alignment to standard configuration management practices and procedures in order to identify, track, log and maintain accurate, complete and current information.
• Controls IT assets in one or more significant areas
• Produces and analyses registers and histories of authorised assets and verifies that all these assets are in a known state and location
• Understands core technical concepts related to their role and is able to apply them with guidance
• Identifies improvements and supports proposed solutions through to implementation by supporting the organisation and introducing more effective and efficient solutions (people, processing and tooling) to deliver increased automation
• Has the skill to independently support and maintain a product

Experience Required
• ITIL v3 foundation qualification
• Experience in the operation build and configuration, administration and support of IT Operations, application technologies and solutions – hardware, software, commercial off the shelf (COTS) and opensource packages/solutions, virtual and cloud including IaaS, PaaS, SaaS
• Experience of Monitoring and Event Management
• Strong experience in Service Management & Operations (particularly Request Fulfilment, Incident/Problem/Change Management)
• Appreciation of data management regulations and policies and Information Lifecycle Management frameworks
• Strong analytical and problem solving skills
• Working in collaborative environments

• Working with a Service Management toolset such as ServiceNow The skillset that we are recruiting for is as follows but not limited: VME Analyst Extensive VME (OpenVME) experience including skills for SCL, IDMSx (incl. stopping and starting TPs and VMs), ALTADATA, Production Execution Scheduler (PXS), managing of filestore, SuperNOVA System Management and Technical Support, VITAE and ActiveConductor, Object Control File (OCF).

CV Submission Deadline: Tuesday 13th February 2018 @ 15.50PM

PLEASE NOTE THIS ROLE WITH THE BPDTS IS OUTSIDE IR35


This job was originally posted as www.jobsite.co.uk/job/960127697

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