IT Service Operations Analyst

4 days ago

Southampton, United Kingdom Quilter Business Services Full time

**What the Hiring Manager Says**

The IT Service Operations Analyst is one of the key roles in the IT Service Operations team, which is the face of IT Service Operations to our business and Executive community. It is one of the important entry points into our Group Technology Solutions organisationand Capability, supporting our entire Quilter plc organisation.
The role provides a single point of responsibility for the resolution of service (including major) incidents, correlation of service monitoring and event management.
The role is challenging, working within a fast-paced environment which requires the role holder to excel under pressure and empowered lead resolutions in line with the demands of the business. The role reports to the Service Stability & Protection Manager

**About the Role**

Level: 3

Department: Group Technology Solutions

Location: Southampton, England

Contract type: Permanent

This is an exciting opportunity to join a recently created front facing 24/7 IT operations function with an ever increasing scope of activity supporting critical business services.

Key Responsibilities and Scope of role:

- Leads service and routine events within an IT Service Operation Centre environment on a shift basis to ensure full 24 x 7 coverage
- Analysing Service Monitoring dashboards, the IT Operations Analyst will proactively identify potential service impacting events / thresholds and drive timely resolution to minimise impact
- Respond effectively and efficiently to all alerts via dashboards and event triggers.
- Responsible for recovery for priority and major incidents, including active management of Quilter’s supplier partners and management of both IT and Business stakeholders
- Lead on escalation of lower severity IT incidents to support the Service Delivery Managers and their business units
- Produce accurate reporting of KPIs and trends to the Duty Service managers.
- Collate and compile Post Incident Reports within agreed timescale
- Provide oversight of significant change execution, and communication with agreed Stakeholders
- Review and approve change request (where appropriate)
- Support ITIL Service operations disciplines whilst on shift, which could include, Incident, Change and availability management
- Service improvement, through proactive problem management activity
- Excellent communications skills with all levels (Business and IT)

**About You**

Applications from people with diverse backgrounds enables our inclusive organisation to thrive. If you feel you don't match our job description exactly, why not take a chance on yourself and apply? You could be exactly what this role needs.

Infrastructure, Server patching and maintenance (includes Citrix, VM estate, Cisco switches and Windows OS)

Config and server management (desirable)

Ability to understand and troubleshoot infrastructure and networks

Networking experience (Routers, Switches, Firewalls, VPNs)

Demonstrable understanding of IT security and compliance.

Knowledge and experience in physical and virtual server topology.

Strong troubleshooting and fault-finding skills.

Experience in trending incidents & problem themes.

Experience with event management & monitoring tools (SCOM, Mutiny, SquaredUp).

Strong Cloud collaboration skills and experience.

Experience in O365 collaboration tools and mail config (including cyber security tools).

Microsoft desktop / Laptop experience.

Administering and Supporting Office365.

Administering and Supporting MS Exchange.

Experience in Azure AD and Windows Server / Active directory environments.

Create knowledge articles.
- Our purpose is to help the generations today and tomorrow to prosper. That means we must guide people through the complexity of planning for their future, with the right financial advice and investment solutions, so that they can have more secure financialfutures._
- In this ever-changing world, we see that our role in society has never been more meaningful, and we are committed to using our expertise and care to guide our customers through these challenging and unprecedented times._
- Our impressive talents and capabilities set us apart, but our unwavering commitment to our customers is what defines us. We truly believe that we have all the ingredients to be the very best in our industry, and we want great people with the care andcreativity that we need, to help us get there._
- We are passionate about building an inclusive culture where everyone’s contribution is valued, and our people can thrive. No matter what your role is or where you sit, your voice will matter. We hope you like what you hear and are interested in learningmore about joining us._

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