Job Title

The roleAs a Technical Operations Analyst, this role is crucial in ensuring the smooth operation and reliability of IT services and infrastructure. Your responsibilities bridge both proactive measures to prevent service disruptions and providing the required technical support and expertise to the Service Operations Team to aid ticket and problem resolution.The Technical Operations team adopt an automation-first, problem management-focused mindset for ticket management and resolution, focussing on addressing the root cause of issues not just the symptoms, to prevent repeat occurrences. This role is essential in providing technical resolutions to tackle underlying issues.In this role, you'll actively contribute to the culture of continual improvement, consistently seeking opportunities to enhance tech, processes and procedures for overall efficiency and effectiveness.Key responsibilitiesUse monitoring tools to continuously manage the health of the IT services and infrastructure, identifying potential issues before service disruption occurs.Perform capacity management by analysing trends to help forecast future needs.Plan and carry out approved changes, with CAB approval when required, ensuring implementation is completed with no unplanned service disruption.Carry out Ticket resolution through the ITSM tool in line with Service Management Processes and Procedures, taking ownership and seeing issues through to resolution.Reduce repeat IT issues by driving the resolution of problems rather than addressing individual issuesProduce and review Knowledgebase articles to ensure that common issues/requests can be resolved by multiple colleagues with consideration to whether resolution can be achieved by Service Operations Analysts or potentially the end user/customer themselves.Provide technical expertise and fault diagnostic skills for a range of key technologies to lead incident resolution activities, including Major Incidents, where requiredWork with other Technical Operations Analysts to supplement knowledge when resolving complex incidents along with seeking advice and guidance from Senior Technical Leads or members of other IT teams when required.Key skills and experience required.Technical capabilities: Experience working in a large-scale Enterprise environment to support the operation of highly available and secure IT services to highly regulated industriesExperience working in an Enterprise environment following ITIL processes managed through ITSM tooling such as ServiceNow.Proven experience and understanding of some or all of the following technologies across IT Infrastructure and end user computing:Windows Server Operating Systems from 2012 onwardsWindows desktop Operating Systems from Windows 10 onwardsMicrosoft Active Directory and EntraID for both user/group management and Group Policy configurationEmail technologies including Microsoft Exchange and M365 along with additional security tooling such as Mimecast of Microsoft PurviewVirtualisation platforms both on-prem and cloud primarily VMWare (on-prem) and Azure (cloud)Patching and configuration management tools/MDM - ideally Microsoft SCCM and IntuneServer hardware management ideally HPE and/or Cisco UCSEnterprise storage management (SAN/NAS)Wired and Wireless networking infrastructure ideally Cisco including MerakiNetwork security technologies firewalls, loadbalancers, web filtering, VPNAbility to perform standard tasks across a broad range of systems, working from documented procedures to ensure cross-cover for the range of technologiesAbility to diagnose common issues across applications deployed on Windows servers (firewall issues, services failing to start etc).Proven understanding of networking concepts including switching, routing, DNS, DHCP, VLANs, VPN.Proven ability to use monitoring tools, such as SolarWinds, extracting logs and metrics for analysis of incidents along with proactively identifying and avoiding future risks to serviceExperience of scripting tools, ideally Powershell, for efficient management of systems and automation of common tasksExperience running standard backup and restore tasks with Enterprise backup systems such as Veeam and Commvault is essential whilst ability to manage and maintain the underlying backup platform is desirableUnderstanding of SQL database servers is desirableSoft Skills: Be a good problem solver with proven ability to diagnose and resolve issues.Have good analytical skills, be methodical and accurate and show great attention to detail.Have excellent verbal and written communication skills and stakeholder management, with the ability to articulate complex ideas in a clear and concise manner.Excellent customer service ethosContinuous learning mindset to stay updated with emerging technologies and best practicesDemonstrate teamwork - Contributes actively to an environment in which colleagues work cooperatively with each other.