Technical Operations Analyst - ON SITE - SHIFTS.

  • technology
  • permanent
  • Ruddington

Our client is spearheading the largest transformation program in the UK, with a mission to make the country smarter and greener.

We are in search of a skilled Technical Operations Analyst to join the operations team. This pivotal role involves ensuring the efficiency of a large and complex IT infrastructure to meet service needs. The position is fully office-based, operating on a 24x7 shift pattern with a 4-day rotation (2 days from 7 am to 7 pm, followed by 2 nights from 7 pm to 7 am).

As a Technical Operations Analyst, your responsibilities include:

  • Acting as the primary point of contact during shifts, taking full responsibility for team activities.
  • Monitoring network performance and health from a service-level perspective.
  • Daily monitoring of Operational Performance Metrics through service dashboards, Production Proving tools, and performance reports.
  • Interpreting anomalous events, diagnosing service degradation, and providing operational support to stakeholders, including Incident, Problem, Change, and Customer Service Management teams.
  • Assisting in Major Incident Management procedures to minimize the impact on business operations and customers.

Essential Skills and Experiences:

  • Stakeholder Management skills.
  • 2 years experience in a monitoring environment (NOC/TOC) or highly skilled Service Centre.
  • Ability to collaborate with internal functions and Service Providers to enhance monitoring capabilities.
  • Strong communication skills across all levels of the business and with external stakeholders.
  • Understanding of the Incident Management process and the ability to support, monitor, report, and communicate issues.
  • First point of escalation for incidents from the Service Desk Manager or other Operational stakeholders.
  • Ability to engage the Problem Management team in chronic/repeat issues investigations for Root Cause Analysis (RCA).
  • Interpretation of raw data into trend analysis and providing insight, analysis, and context to stakeholders.
  • Operation as a 2nd line escalation point for complex problems from the Service Desk.
  • Ability to raise and assign incidents when anomalous system behavior or degradation is identified.
  • Discretion and integrity due to access to comparative, market-sensitive customer operational performance data.
  • Mentoring junior members of the team.

Preferred Experience:

  • ITIL principles.
  • Data Analytics with a focus on learning new skills and providing outstanding customer service.
  • Understanding or experience with AWS and Azure tooling.
  • Good knowledge of Microsoft Windows applications.

What's in it for you?

  • Competitive basic salary with a 20% shift allowance and a 10% Bonus
  • up to £35,000 (£45,500 Package)
  • Discretionary annual company bonus scheme.
  • Training opportunities on the job and through recognized qualifications.
  • Just Eat Lunch Vouchers. (£1000 Per year)
  • 25 days' holiday (rising to 27) with the opportunity to buy extra leave.
  • Additional employee-wide benefits and schemes.

Mae Hunter