Technical Operations Analyst

This role would suit an experienced IT Level 3 / 4 support analyst who is looking for an opportunity to challenged in her or his career.

The post holder will require a considerable degree of commitment and adaptability and will be able to prioritize and manage workloads to meet demanding deadlines. The successful candidate shall demonstrate a positive attitude and will require a high degree of self-motivation, will contribute to the wider strategic aims of the business and be able to work in a flexible manner.

Key Deliverables:

• Support and system maintenance for complex applications.
• Provide technical assistance to client teams as appropriate.
• Implement technical changes to the system in the Live environment under the supervision of the client’s technical resources.
• Provide Level 3 technical support to include:
• Responding to technical calls escalated from L1 and L2 support teams.
• Performing daily health checks on the system.
• Liaising with the relevant Live Operations teams as required.
• Liaising with external vendors as required.
• Communicating resolution to Accenture and client teams.
• Work with the client and Accenture management teams to accurately plan and implement future technical enhancements and releases.
• Implement all technical changes to the system in the test environment before they are implemented in live.
• Execute Technical Tests for all new functionality and fixes prior to release into the live environment.
• Liaise with Third Party Vendors on behalf of the client to prioritize issues, fixes and software releases.
• Attend Infrastructure Request (IR) meetings to determine impact on relevant environments.
• Agree to work towards Continuous Improvement initiatives in collaboration with the client.
• Escalate issues in a timely manner, when required.
• Provide relevant status updates to team lead.
• Monitor and track incidents to resolution.
• Assist with prioritization of issues.
• Assist in the preparation of management reports in line with the client and Accenture’s requirements.
• Develop and maintain knowledge of relevant IT systems.
• Keen to learn - seek opportunities to improve own knowledge, skills and performance.

Mandatory Skills and experience:

• At least 4 years’ experience in an IT Operations role
• BSc or MSc to honors level in a computer science or network related field.
• Knowledge in Windows server and desktop operating systems
• Knowledge of virtualization technologies is preferable
• Knowledge of ITIL best practices particularly incident management and configuration management beneficial
• Experience working with large scale client network Windows 7 & Windows 8
• Customer-focused and customer-first mindset, with excellent customer service and communications skills
• Organized, logical, thorough, and proven analytical and problem-solving ability
• Self-starter and self-managed. Works on own initiative and ability to carry out activities independently
• Assumes personal ownership of operational responsibilities and project tasks
• Pays attention to detail and has proven ability to drive out the detail in procedures and documentation
• Proven ability to provide ownership of technical issues from assignment until resolution in accordance with Service Level Agreements (SLA)