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.
Responsibilities:
- 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!