Senior Support Operations Analyst

3 weeks ago


Bath, Bath and North East Somerset, United Kingdom Rotork Full time
Position Overview
As a Senior Support Operations Analyst, you will play a crucial role in ensuring the seamless operation of our support services. Your responsibilities will include:
  • Incident Management: Address incidents reported through initial support channels or monitoring systems in a timely manner.
  • Issue Resolution: Analyze, troubleshoot, and resolve issues in accordance with established protocols.
  • Escalation Procedures: Forward complex or unresolved incidents to the relevant teams or third-party vendors while adhering to service level agreements (SLAs).
  • Major Incident Management: Participate in the Major Incident Manager (MIM) Cover Rota and oversee major incidents in line with the Major Incident Procedure.
  • Performance Monitoring: Track team and application performance through metrics and KPIs, identifying opportunities for enhancement and implementing necessary adjustments.
  • Cross-Functional Collaboration: Work alongside various teams to prioritize and resolve critical issues and escalations.
  • User Communication: Effectively communicate with end users, providing clear guidance on application services.
  • Ticket Management: Keep users updated on the status of their support tickets and maintain records in accordance with ticket management standards.
  • Operational Checks: Ensure regular reviews and operational checks are conducted as scheduled.
  • Queue Management: Oversee service management queues to guarantee timely allocation and resolution of issues and requests.
  • Documentation: Collaborate with colleagues and vendors to document processes and solutions, enhancing team knowledge.
  • Single Point of Contact: Serve as the primary contact for customers and other IT teams for escalations.
  • Team Performance Monitoring: Assess team performance through metrics and KPIs, identifying areas for improvement and implementing necessary changes.
  • Vendor Management Support: Assist the Global Service Delivery Manager in managing vendors, risks, and operational activities.
Qualifications
  • IT certifications such as Microsoft Dynamics 365 Fundamentals (or higher) are highly preferred.
  • A Bachelor's degree in Information Technology, Computer Science, or relevant practical experience.
  • ITIL 4 Foundation certification and/or experience in an ITIL environment is highly desirable.
  • Demonstrated experience in IT application support, including a minimum of 2-3 years in a leadership or team lead capacity.
  • Strong technical expertise across various IT systems and applications.
  • Exceptional communication and interpersonal skills, with a strong emphasis on delivering outstanding customer service.
  • Proficient problem-solving skills and the ability to maintain composure under pressure.
  • Familiarity with IT Service Management tools such as ServiceNow.
  • Experience with Major Incident Management, Problem Management, and Request Fulfillment processes is highly desirable.
Company Values
At Rotork, we expect all team members to exemplify our organizational values and associated behaviors:
  • Stronger Together: We prioritize people, collaborating, inspiring, and supporting one another to achieve success as One Rotork.
  • Always Innovating: We are dedicated to continuous improvement, thinking creatively, and enhancing our future.
  • Trusted Partner: We are a responsible business with a strong customer focus, placing quality and service at the forefront of our operations.


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