Job Description – IT Operations Analyst – The Ochils – Replacement Role
Job Title: / IT Operations AnalystJob Band:
(Management Role or Individual Contributor) / Band E - Individual Contributor
Reports to: / IT Operations Manager
Department: / BIS
Location: / Highland Spring Group, Stirling Street, Blackford, PH4 1QA with travel as required to other sites.
Working Hours: / 37.5 hours p/w covering the hours of Monday to Friday, 8am – 6pm. Out of Hours On-Call (24/7) rota after first 3 months within role. Evening and Weekend work for the support of project/maintenance work as required
Main purpose of job: / To proactively enhance, support and maintain the Highland Spring IT Systems and Infrastructure ensuring operational effectiveness and availability within agreed KPIs and service levels.
Provide a quality second and third level IT support for the business – key focal point being the proactive control and monitoring of the infrastructure including networks, servers, storage and data centres.
Delivery of change and improvement projects to support IT improvements alongside business strategy and growth. This will involve liaising closely with all departments of the business as required.
Travel to remote sites in Lennoxtown, Brecon Beacons and Speyside to provide user support and upgrades as required.
Key Result Areas (KRAs)
1. Work effectively as part of the IT Operations team
- Work across the team, proactively learning from and sharing knowledge with other team members.
- Cross train key technologies from within the team.
- Investigate and learn new technologies, techniques and methodologies as required to perform the role.
- Suggest/contribute to ways of improving existing tasks / processes using technology and best practice.
- Ensure that team processes and documentation are relevant and up to date
- Respond to issues escalated from 1st line support
- Ensure all server, network and storage asset inventories are maintained, advising of any replacements or upgrades required
2. Perform 2nd and 3rd line support duties for any Highland Spring infrastructure and application;
- Create, track and resolve support calls, ensuring calls are closed within established SLA targets.
- Communicate effectively with business users to understand support request and to communicate solution.
- Ensure all calls are fully updated in the Service Desk tool and knowledgebase solutions updated.
- Participate in out of hours support to provide the required 7x24 support of business critical systems.
3. Ensure Infrastructure is managed and maintained
- Proactively monitor and maintain the IT systems within agreed system availability targets
- Proactively identify and manage implementation of upgrades to systems
- Complete and update daily checks, utilising monitoring and alerting systems to identify any issues
- Oversee administration and maintenance of the company IT Infrastructure including system backups, patching, archiving and disaster recovery processes.
- Operate within appropriate problem, configuration and release management processes
- Ensure third party support partners are providing contracted services, working to resolve any problem areas escalating to the IT Operations Manager as appropriate.
- Ensure that new solutions and projects are delivered to appropriate technical and operational standards including deployment of new server, storage and network infrastructure
4. Build good working relationships
- Engage, and establish successful relationships with end-users and third party support providers
- Identify ongoing opportunities for improving the user experience and maximising customer service
Key Success Criteria
Qualifications & Experience
1. Minimum of 3 years’ experience of delivering 3rd line support in a Technical Operations capacity
2. Experience in supporting a multi-site VMWare VSphere environment
3. Experience in supporting a multi-site Microsoft Active Directory/Microsoft Exchange environment
4. Experience in leading technical delivery of IT projects in a customer facing environment
5. MCSA/MCSE Qualification
6. VCP Qualification
7. CCNA Qualification
8. ITIL Qualification desirable
9. Driving License
Knowledge
1. Knowledge and understanding of best practice standards in service delivery and management of operational systems
2. In depth knowledge of Microsoft Windows Server and Desktop Operating System Technologies
3. In depth knowledge of VMWare VSphere technologies
4. Knowledge of Networking Technologies (i.e. Cisco/Aruba)
5. Knowledge of Storage Area Networking Technologies (NetApp)
Skills
1. Logical thinker with strong analytical and problem solving techniques.
2. Strong communication, process and self-organization skills.
3. Can establish successful relationships with end-users and other team members.
Personal Attributes
1. Passionate about technology, continues self-learning about technology and demonstrates analytical and logical thinking in utilising technology to creatively solve problems.
2. Team worker, excellent communication and team working skills with technical and non-technical colleagues, always speaks clearly and confidently.
3. Enthusiastic, accepts and tackles demanding goals with enthusiasm. Individually driven to deliver results. Able to drive solutions through to completion.
4. Responsible, Works to agreed objectives with full responsibility for quality of work performed setting high standards for quality and quantity.
This job description is only a summary of the typical functions of the job and not an exhaustive or comprehensive list of all possible job responsibilities, tasks, and duties. The responsibilities, tasks, and duties of the jobholder might differ from those outlined in the job description and other duties, as assigned, may be part of the job. The job description may be reviewed and updated at any time.
Job Holder Signature: / Date:Line Manager Signature: / Date:
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Created: 13th June 2016