Technology Service Operations Analyst

Quilter • VA

83d

About The Position

Quilter plc is a leading wealth management business, helping to enable brighter financial futures for every generation. Quilter oversees £126.3 billion in customer investments (as of August 2025). It has an adviser and customer offering spanning financial advice, investment platforms, multi-asset investment solutions, and discretionary fund management. The business is comprised of two segments: Affluent and High Net Worth. Affluent encompasses the financial planning business, Quilter Financial Planning, the Quilter Investment Platform and Quilter Investors, the multi-asset investment solutions business. High Net Worth includes the discretionary fund management business, Quilter Cheviot, together with Quilter Cheviot Financial Planning – offering a highly personalised service to private clients, charities, trustees, and professional partners. Quilter Cheviot has presence throughout the UK, Ireland and Channel Islands. At Quilter we never stand still. Our foundations are rooted in our extraordinary expertise, which is trusted by hundreds of thousands of customers, but we have great ambitions to stay one step ahead and make an even greater difference to the people and communities we serve, including our colleagues. Our business is transforming, continually modernising, and becoming even more customer centric. So, if you want to be bold in the pursuit of your ambitions, bring new ideas, and challenge and evolve what we do, it’s the perfect time to join us!

Requirements

• Experienced in Infrastructure, Server patching and maintenance (includes Citrix, VM estate, Cisco switches and Windows OS)
• Ability to understand and troubleshoot infrastructure and networks
• Networking experience (Routers, Switches, Firewalls, VPNs)
• Monitoring of security technologies including Anti-Virus, Email and Web filtering, Security Incident Event Monitoring system
• Demonstrable understanding of IT security and compliance
• Knowledge and experience in physical and virtual server topology
• Strong troubleshooting and fault-finding skills
• Experience in trending incidents & problem themes
• Experience with event management & monitoring tools (SCOM, Mutiny, SquaredUp)
• Strong Cloud collaboration skills and experience
• Experience in O365 collaboration tools and mail config (including cyber security tools)
• Microsoft desktop / Laptop experience
• Administering and Supporting Office365
• Administering and Supporting MS Exchange
• Experience in Azure AD and Windows Server / Active directory environments
• Create knowledge articles

Responsibilities

• Leads service and routine events within an IT Service Operation Centre environment on a shift basis to ensure full 24 x 7 coverage
• Analysing Service Monitoring dashboards, proactively identify potential service impacting events / thresholds and drive timely resolution to minimise impact
• Respond effectively and efficiently to all alerts via dashboards and event triggers
• Responsible for recovery for priority and major incidents, including active management of Quilter’s supplier partners and management of both IT and Business stakeholders
• Lead on escalation of lower severity IT incidents to support the Service Delivery Managers and their business units
• Produce accurate reporting of KPIs and trends to the Duty Service managers
• Collate and compile Post Incident Reports within agreed timescale
• Provide oversight of significant change execution, and communication with agreed Stakeholders
• Review and approve change request (where appropriate)
• Support ITIL Service operations disciplines whilst on shift, which could include, Incident, Change and availability management
• Service improvement, through proactive problem management activity
• Excellent communications skills with all levels (Business and IT)

Benefits

• Holiday: 182 hours (26 days)
• Quilter Incentive Scheme: All employees are eligible to participate in incentive scheme, to incentivise business performance and their contribution
• Pension Scheme: A non-contributory company pension scheme that can be boosted through personal contributions
• Private Medical Insurance: Single cover as standard with options to increase cover to include your partner or children
• Life Assurance: 4x your salary
• Income Protection: 75% of salary, less state benefits, payable after 26 weeks of absence
• Healthcare Cash Plan: Jersey employees only

What This Job Offers

• Job Type: Full-time