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Moor Row

    applications analyst - Moor Row, United Kingdom - KBR

    KBR
    KBR Moor Row, United Kingdom

    6 days ago

    Default job background
    Full time
    Description

    Description

    : The role is part of the PPP Digital Operations Team who provide support to the Common Data Environment (CDE), a collection of circa 50 applications platformed on a hybrid public, private Microsoft Azure based cloud. The PPP Digital Operations Team is integrated into the wider Sellafield Enterprise Information Services Organisation sharing common processes, policies and tools.

    As an Applications Analyst - Azure Cloud, you oversee the business as usual management and operations and provide second line support for Microsoft Azure Subscriptions and Landing Zones which are part of a wider Sellafield Enterprise Cloud platform.

    From problem identification to full resolution, you will own and manage your cases over the phone and Web. When needed, you will transfer your cases to your colleagues or involve subject matter experts or escalate to other resolver groups or Management. Your day-to-day job will be about providing both technical expertise (either on your own or by involving your colleagues) and about being an excellent communicator and a service oriented professional.

    The role will require you to work closely with Sellafield's managed cloud service provider

    as well as other CDE resolver groups providing support with Digital systems or requesting Digital services.

    Role Responsibilities:

    Main duties include:

    The Digital Applications Analyst - Azure Cloud will be responsible for:

  • Resolving technical issues related to resources, services and configurations within a Microsoft Azure environment.
  • Proactively monitoring and managing Microsoft Azure environments to ensure availability, resilience and cost efficiency of operations.
  • Engagement with users, third party support providers and other Digital resolver groups to troubleshoot technical issues related to the Microsoft Azure environment software, hardware and configuration components of a computer system.
  • The role will also support recording and processing requests for IT/Digital services such as Starters, Leavers and Movers, software installs, hardware requests, access and permissions changes and other items from a Service Catalogue.

    • Specific:

    The post holder will be responsible for:

  • Understanding the cause of Azure issues and faults, identifying, documenting and applying resolutions to return users, applications or the platform to service.
  • Communicating and co-coordinating with other Digital resolver groups including Managed Cloud Service providers and third party application vendor support services.
  • Proactive monitoring of the
  • Recording details of users' issues and using triage questions and IT support documentation to isolate a problem and identify resolutions.
  • Where necessary you will determine if an issue requires escalation to other resolver groups within PPP or SL.
  • You will update users with the progress of their request or issue and review the support queues to ensure Service Level targets are achieved.
  • Liaise with other Digital team members to schedule appointments with specialists to help users resolve complex issues.
  • Use request fulfilment and incident management processes together with Service Now, an IT Service Management system used to record, manage and report on all aspects of IT service delivery.
  • Support others within PPP Digital to collate Service Performance metrics and maintain key registers including updates to CMDB and DSL.
  • Participate in service improvement by supporting preparation of analysis, reviews and reports.

    • Experience, Skills and Knowledge:

    Essential:

  • Microsoft Certification Azure Administration Associate or similar
  • 2 years+ experience of some or all of the following: Windows Server, Windows Client, Active Directory and, or Azure Active Directory Administration, ADFS, SSO configuration, Azure Identity protection, Identity management, O365 identity, Azure MFA, OS Internals concepts, load balancing, geo-redundancy, VPN technologies, Windows System Administration, Certificates, PKI, DNS, Networking, Virtualisation, PowerShell scripting
  • Experience of configuration and support for Azure Virtual Desktop, Azure Application Gateway and Windows and Windows 365 beneficial) including networking, TCP/IP, Internet connectivity and user profiles.
  • Create and maintain incident management requests to other resolver groups and third party support providers
  • Ability to read or listen to users and accurately and succinctly identify the need and record it on the Service Now system.
  • Ability to triage issues using pre-prepared scripts or your previous experiences and subsequently implement fixes yourself or escalate to other resolver groups.
  • Ability to oversee and manage request and incident queues to ensure Service and Operational Level Agreements (SLA/OLA) are honoured.
  • Very good interpersonal skills.
  • A strong aptitude for problem-solving and attentiveness to details.
  • Ability to work at pace and under pressure to deliver trusted analysis and information.

    • Preferred:

  • Microsoft 365 management and support tools highly beneficial.
  • Information Technology Infrastructure Library (ITIL) Foundation qualification.
  • Experience of application development and debugging ideally of Infrastructure as Code managed cloud environments (preferred languages: C#, C/++, ARM, BICEP, Java, JavaScript)
  • Experience of Microsoft Intune and Azure Portal including user and application administration highly beneficial.
  • Experience of Service Now and ITIL practices including maintaining key registers.
  • Experience of using collaborative and remote administration software such as Teams and Remote Assist.

    • Core Competencies:

  • Communication skills – be articulate and engaging. Demonstrate ability to listen and play back issues to get a clear understanding of problems.
  • Organised – able to monitor and manage multiple on-going support incidents and services requests.
  • Accurate – records and communicates technical information correctly.
  • Building Relationships – able to engage with and maintain productive relationships with a wide range of people with differing skills and experience.
  • Influencing – establishes communication channels, actively listens, clarifies, gives/seeks feedback, clear and concise, persuasive/negotiates with others.
  • Organisational skills – plans well in advance, sets clear objectives, manages time/delegates, reviews progress against plan, ensures sufficient resources, encourages improvements.
  • Drive – has the energy, enthusiasm, and a can do, will do approach to deliver the best service possible.
  • Flexibility – adaptable in responding to change and uncertainty to deliver and add value.

    • Behaviours:

  • Listening and composed
  • Detail Oriented
  • Organised
  • Communicator and Collaborator
  • Passion for Success
  • Team Player
  • Empathetic and Considerate
  • People & Skills advocate
  • Adaptable to Change
  • Resilience

    • #LI-JI1 #LI-HYBRID

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