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IT Ops & Support Analyst
Plymouth (Hybrid working/Remote available)
6 Month Contract
Summary of the Role
Working within IT Computer Services, accountable to the team's Operations Lead, you will play a key role in the team's operational support function. In this role you will take ownership of service requests, callouts and incidents, keeping stakeholders fully informed and escalating where necessary. You will be exposed to a wide array of technologies in a team that provides "full stack" infrastructure support to the business (examples include physical hardware, hypervisors, operating systems, containerisation, databases, server-side applications, middleware, web servers and load balancers). You will be a proactive individual who can demonstrate initiative and organisational skills.
Key Features
- Accountable to the Operations Lead within the relevant IT Computer Services technology team.
- Taking ownership of service requests, callouts and incidents.
- Escalation of requests, callouts and incidents to SMEs.
- Completing the daily operational checks and audit controls.
- Communicating and building a rap0port with customers (within the IT department, within the wider business and external parties)
- Hosting of remote support sessions for 3rd
- Reporting issues to external support providers (e.g.: 3rd party software vendors, hardware maintenance providers, Etc.).
- Identifying potential improvements in existing processes and documentation.
- Using tools such as vCenter, Splunk, Tanium and Grafana to carry out monitoring and troubleshooting.
- Staying abreast of forthcoming system and infrastructure changes.
- Participation in a 24x7 standby rota.
Skills, Knowledge and Expertise
- Educated to degree level and/or have appropriate experience.
- Strong interpersonal and communication skills.
- Good understanding of server based systems/technologies supported by the team.
- Good understanding of application/middleware/database layers.
- Strong problem solving and troubleshooting skills.
- Exposure to any of the following technologies would be advantageous: Jira, Splunk, Confluence, Tanium, Prometheus, Grafana and Alert Manager.
- Reliable and hardworking, with the ability to work well both individually and as part of a team.
Note - if you do not hear back within 48 hours of applying, please assume you have been unsuccessful on this occasion