IT Service Operations Analyst (Entry Level)-2

Quilter • VA

66d

About The Position

The Entry Level Technology Service Operations Analyst is one of the key roles in the Technology Operations team, which is the face of Technology Operations to our business and Executive community. It is one of the important entry points into our Technology organisation and capability, supporting our entire Quilter plc organisation. The role provides the initial point of contact for the resolution of service (including major incidents), alongside service monitoring and event management. The role is challenging, working within a fast-paced environment which requires the role holder to excel under pressure and be empowered to lead resolutions in line with the demands of the business and reports to the Duty Service Managers. You will be responsible for the Technology Operation Centre’s (TOC) day to day operation, providing a central hub for all operational IT queries and issues for senior stakeholders and supplier partners. You will work to continually improve key ITIL disciplines and processes ensuring high-quality delivery of key infrastructure maintenance and support activities by the team. You will assist with the management of critical security issues as well as supporting the development of enhanced security capabilities. As a priority you will assist with driving and orchestrating recovery for priority and major incidents, including active management of Quilter’s supplier partners and management of both IT and Business stakeholders, with the assistance of the Duty Service Managers for higher priority incidents. You will assist with Access Management requests and help to clear the existing backlog. You will provide excellent out of hours IT Care VIP support outside of business hours. You will drive problem investigations and remediation internally and with supplier partners while delivering IT Continuity Management and ITDR testing aligned to Quilter Business Continuity Plans and ensure that any new and transitioning services have requisite warranty, supportability, and maintainability. You will support ITIL Service operations disciplines whilst on shift, which could include Incident, Change and Availability management. Performing initial assessment and review and approve change request (where appropriate). You will provide control and oversight of complex change execution while managing and adhering to SLA & KPI’s. Importantly you will drive identification/creation and delivery of service improvement opportunities and driving a culture of Continual Service Improvement (CSI). You will produce accurate reporting of KPIs and trends to the Duty Service Managers when requested.

Requirements

• Proven incident management experience in a live service environment.
• Experience across ITIL disciplines, ideally Event, Incident, Change and Problem.
• Basic technical skills and a keen interest in developing this capability.
• Excellent problem-solving skills.
• Ability to communicate clearly with stakeholders.
• Basic understanding of Event Management tools.
• Ability to work a 24/7/365 shift pattern.
• Excellent written and verbal communication skills.

Nice To Haves

• ITIL qualification.
• Experience with SCOM, Mutiny, SquaredUP.
• Ability to interrogate and recommend updates in CMDB.
• Experience with O365 collaboration tools.

Responsibilities

• Provide the initial point of contact for service resolution including major incidents.
• Monitor service and manage events.
• Oversee the day-to-day operation of the Technology Operation Centre (TOC).
• Assist with the management of critical security issues.
• Drive and orchestrate recovery for priority and major incidents.
• Manage relationships with supplier partners and stakeholders.
• Assist with Access Management requests.
• Provide out of hours IT Care VIP support.
• Drive problem investigations and remediation.
• Deliver IT Continuity Management and ITDR testing.
• Support ITIL Service operations disciplines.
• Perform initial assessment and review of change requests.
• Provide control and oversight of complex change execution.
• Identify and deliver service improvement opportunities.
• Produce accurate reporting of KPIs and trends.

Benefits

• 182 hours of holiday (26 days).
• Participation in the Quilter Incentive Scheme.
• Non-contributory company pension scheme.
• Private Medical Insurance.
• Life Assurance (4x salary).
• Income Protection (75% of salary after 26 weeks of absence).
• Healthcare Cash Plan (Jersey employees only).

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed