IT Service Operations Analyst

IT Internet and Technology


RecruitGibraltar are currently recruiting for an IT Service Operations Analyst to join a household name in the Online Gaming Sector with an excellent reputation in its field of expertise. They are a forward thinking Company and seek employees who have the same drive and motivation in their chosen career. Their desire to retain their market leading position means that all aspects of their business model are managed with a view to being the best and providing an outstanding working environment for their staff in all their locations.

What is the plan for the IT Service Operations Analyst role?

The IT Service Operations Analyst is required to drive operational excellence throughout the technology organisation by execution of a high standard of day to day operational duties within the Major Incident & Service Operations Centre (MISOC).
The role will be responsible for monitoring, support and ensuring delivery of all IT services within the Group.

What will you do as an IT Service Operations Analyst?

 Report directly to the MISOC Manager.
 Work on various shifts to facilitate 24x7x365 support. All shifts will be office based.
 Monitors the performance of all Group services ensuring all systems are managed to SLA requirements.
 Responds to and coordinates, with the Major Incident Manager, resources in the event of a Major Incident impacting the Groups services.
 Identify and verify service impact to customers through monitoring, alerting and incident management, and dispatch subject matter experts in support of problem resolution.
 Effectively manage 3rd party, suppliers and vendors ensuring the support and commitment is carried out for major incidents and where needed escalate to senior management.
 Contribute to Post Incident Reviews by ensuring the right level of attendance by key team members and has a clear disciplined model that is followed.
 Ensure that all IT teams (internal and external) follow the incident management process for every incident.
 Maintains, develops and improves reporting capabilities in the TOC; makes regular reports to management on compliance with SLA objectives.

What do you know that makes you a great IT Service Operations Analyst?

 Experience in a similar role with in a large organisation
 Solid Network Operations and/or Help Desk work experience in a managed services or data center services environment.
 Working knowledge of technologies including: Active Directory, Unix, Windows OS, VPN, wireless connectivity, remote access, etc.
 A good understanding of monitoring tools including New Relic, Solarwinds, Splunk and ELK.
 A good understanding of the principles of service support as defined in the ITIL framework.
 Working knowledge of enterprise ticketing systems.
 ITIL or similar certification

Salary upto 40k based on experience with bonus, an excellent relocation package and private healthcare.

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