L2 Operations Analyst UK - Shift

The Operations Analyst role based in Sheffield will provide remote monitoring support of client infrastructure and be committed to developing their skills. This position works alongside the infrastructure support teams to provide analysis and out of hours hands for monitoring and incident resolution.

This role involves the following:

• Working in a 24x7 support environment the Operations Analysts focus on maintaining the healthy operation of our customer estates.
• Triaging of incidents and monitor events and initial resolution support ensuring that response and closure SLAs are met.
• Completing daily system health checks and monthly reviews.
• Perform out of hours changes and fixes.
• Server and appliance patching and maintenance tasks
• Out of hours major incident management.
• Diagnose and troubleshoot technical issues and escalating where required.

To succeed in this role, you’ll need knowledge of utilising ITIL best practices as well as experience within an IT customer service environment.

• You would be required to demonstrate the following:
• Service-oriented behaviour and communication to internal and external customers.
• Ability to cope with pressures of peak workloads, short deadlines.
• Qualities: Integrity, timeline sensitive, goal oriented, motivated.
• Team player.