IT Operations Centre Analyst - Manchester, United Kingdom - Certes

Description

Job Description

IT Operations Centre Analyst

Duration: 3 Months

Start: ASAP

IR35 Status: Inside

We require an IT Operations Analyst to be responsible for maintaining the Client's systems, network, and infrastructure in their IT Operations Centre to their OLA's. with other teams and service owners. This role involves proactively identifying and resolving technical issues, coordinating incident response, ensuring the smooth operation of IT services, managing CMDB updates and change monitoring.

As the IT Operations Analyst you will work closely with other members, various IT teams and stakeholders to provide real-time monitoring, analysis and support, to ensure the stability and availability of critical IT systems, following ITIL processes and best practices.

You will be required to work onsite on a 24x7x365 rotating shift pattern to provide support and monitoring of the clients services and infrastructure

The role will involve working shift a pattern as per their shift rota.

Essential skills and experience required:

As the IT Operations Analyst you will possess the following:

Strong knowledge of IT infrastructure components, including servers, networks, databases, and storage systems.

Experience with monitoring tools, such as Nagios, SolarWinds, Zabbix, or similar.

Familiarity with ITIL processes, including incident management, problem management, change management, configuration management, and service capacity management.

Proficient in event management techniques and tools.

Familiarity with networking protocols, including TCP/IP, DNS, DHCP, and routing.

Experience in CMDB management, including updating and maintaining configuration information.

Proficient in change monitoring and ensuring compliance with change management processes.

Proficient in scripting languages (, SQL, Python, PowerShell) for automation and monitoring tasks.

Excellent analytical and problem-solving skills with the ability to troubleshoot technical issues.

Strong communication and interpersonal skills to collaborate effectively with technical and non-technical stakeholders.

Ability to work in a fast-paced, dynamic environment and handle multiple priorities simultaneously.

Relevant certifications (, ITIL Foundation, Network+, CCNA) are advantageous

Duties include:

As the IT Operations Analyst you will undertake following:

Monitor and analyse the performance of the services, IT systems, network devices, and infrastructure using various monitoring tools and technologies.

Respond promptly to system alerts and incidents, troubleshoot issues, and take appropriate actions to mitigate disruptions and minimize downtime, following ITIL event and incident management processes.

Coordinate incident management activities, including incident response, escalation, and resolution, adhering to defined procedures and operating level agreements (OLAs) based on ITIL guidelines.

Document and track incidents, including the details of the problem, actions taken, and resolutions achieved, in accordance with ITIL best practices.

Perform root cause analysis of critical incidents and implement preventive measures to minimize recurrence, following ITIL problem management processes.

Implement event management processes to ensure timely identification, categorization, and resolution of IT events and alerts.

Collaborate with cross-functional IT teams to ensure effective communication and timely resolution of incidents and problems, adhering to ITIL change management processes.

Update and maintain the CMDB, ensuring accurate and up-to-date configuration information, following ITIL configuration management processes.

Monitor and track changes to the IT environment, ensuring compliance with change management processes and procedures.

Conduct periodic system health checks, capacity planning, and performance analysis to optimize IT infrastructure, following ITIL service capacity management guidelines.

Assist in the development and maintenance of IT Operations CenterSOPs ,guidelines, and documentation, aligned with ITIL framework