IT Operations Analyst (Contract)


Ref: 1393Monday 12 June 2023

Sorry, this advert is now closed. Click here to view our live vacancies.

We are on the lookout for a talented IT Operations Analyst (Contract Role)!

  • Edinburgh (on-site)
  • 3-month initial contract
  • Diverse company culture

In this role, you will play a crucial part in the success of Service Operations by providing high-quality day-to-day support of DTG services. You’ll be working in a Technology Operations Centre environment in which you'll monitor, troubleshoot, and ensure the delivery and availability of all services.


  • Provide initial support for production infrastructure, systems, and applications in a Command Centre setting, ensuring compliance with availability, response, and resolution SLAs.
  • Maintain and improve remote assistance services across multiple locations.
  • Investigate, resolve, or escalate alerts from monitoring tools or incident tickets in ServiceNow.
  • Assess and confirm the impact of service disruptions on customers, involving subject matter experts for resolution.
  • Coordinate resources during Major Incidents and assist Major Incident Managers.
  • Collaborate with operations and engineering teams to identify errors and anomalies.
  • Ensure internal and external IT teams follow company's incident management processes for governance and oversight.
  • Foster relationships with senior stakeholders in Technology and the Business, building confidence in critical situation management.
  • Develop and enhance reporting capabilities, providing regular SLA compliance reports to management.
  • Operate in alignment with the company's Purpose, Mission, Vision, and Values.
  • Adhere to all company policies, procedures, and standards.

Required Experience:

  • Knowledge of Laptop Hardware, Mobile Devices, Windows, Exchange, Outlook, Microsoft Office, and similar technologies.
  • Proficiency in Active Directory, DHCP, DNS, SharePoint, SQL, Windows OS, VPN, VMs, Wireless Technology, Citrix, and related areas.
  • Basic understanding of voice and data networking principles, as well as the specific technologies employed by clients (e.g., switches, routers, LAN, WAN, routing protocols).
  • Familiarity with Cloud principles, including AWS, Google, Azure, and similar platforms.
  • Basic knowledge of monitoring tools such as New Relic, SolarWinds, Status Page, Gecko, and others.
  • Understanding of ITIL principles.
  • Strong time management and efficiency skills, well-organized, delivery-focused, with a methodical approach to planning.
  • Excellent written and verbal communication skills for internal stakeholders, customers, and third-party suppliers.
  • Proactive in managing customer expectations.

Essential Skills:

  • Prior experience in Operations, preferably in a Command Centre-style environment or Service Desk where observability, response, and resolution are primary objectives.
  • Familiarity with ServiceNow or similar ITSM tools.
  • Degree or higher qualification in a technology-related field.
  • Relevant professional certifications such as Microsoft, Cisco, AWS, Google, and others.
  • ITIL V4 Foundation certification.

Apply now and take the next step towards an exciting career opportunity!