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Hosting & Storage Analyst
|Job Title:||Hosting & Storage Analyst|
|Job Published:||October 11, 2018 15:25|
HOSTING & STORAGE ANALYST
Reference numberGC00795RegionUKLocationWest MidlandsSub locationBirmingham InternationalFunctionITEmployment typeFull TimeHourly Rate BandsN/ASalaried/Hourly-PaidSalaried
The role of the Storage and Hosting Analyst is to monitor and report upon systems supported by the Hosting & Storage Support Team. The role requires an individual that is able to work competently across a range of technical areas such as on-premise and hosted / cloud data centre infrastructure and servers, ensuring that solutions are monitored and tracked to comply with all relevant Service and Technical standards.
The successful candidate will contribute to the development, optimisation and adherence of operational processes, toolsets and procedures, and actively participate in Projects, Problem Management and Change Management initiatives. The Analyst will have the skills to support and develop reporting and data analysis tasks and support the team through processes such as change management
Assist the Hosting & Storage Support Team in the development and implementation of team, departmental and business wide service improvement plans and technical refresh/remediation plans.
Supports the planning and implementation of the Hosting & Storage strategic plans.
Planning and scheduling of all Change Requests and routine maintenance activities for the team.
Support Root Cause Analysis activities for the team and co-ordinate with problem management as required.
Plans and schedules proactive communications for Customers, Business Engagement Teams, Projects and other IT Departments
Applies effective personal Time Management and Planning to ensure all duties and activities are completed in a timely manner, proactively notifying others of any changes to completion times/dates.
Forward-plans and schedules meetings and engagements with others to ensure high attendance
Plans and prioritises tasks and activities such that regular attendance is maintained at Operational and Team meetings and other key or mandatory meetings
Supports Project planning activities, ensuring each project achieves their technical goal
Work with the Team to design the cost and pricing structure for solutions provided to the end customer though in house or 3rd Party resource
Supports the team in the delivery of and adherence to departmental budgets
Support and review and validate Bill of Materials, Contracts and pricing models
Assist in the production of quotes and solution pricing for the business
Assist in the delivery of the departmental budgets by highlighting cost savings where identified, and ensuring that all works are priced correctly and delivered efficiently and effectively Keeps accurate time and attendance records including time-recording for Projects
Keeps accurate time and attendance records including tracking time against specific projects.
Undertakes relevant support and maintenance tasks/activities as required by Change Management, Incident Management, Problem Management, Service Request Management, Project and other ITSS Processes.
Liaises with vendors and suppliers in the escalation process for major incidents
Works with the supplier to ensure effective problem management within SLA
Responsible for coordinating change and release management within networks and telephony service ensuring proper liaison and planning with ITSS CAB
Coordinating change and release management ensuring proper liaison and planning with ITSS CAB
Provide reports and data that supports the Service Managers in the management of 3rd party suppliers, technical architects and Internal business units
Identifies key issues and risk elements and escalates promptly to the ITSS management team
Demonstrate the ability to be a positive influence when working with internal and external teams.
Accurately record relevant work activities and time.
Produce clear detailed documentation of procedures and processes
Adherence to all company and departmental process and procedures
Participates in on-call support rotas, as agreed with Line Management, and adheres to the applicable on-call Process, policy and Procedures.
Assist the team in routine and scheduled maintenance and assist with calls assigned by the Service Desk Toolset, ensuring that timely updates are provided and that the Service Level Agreements are met
Support the preparation of “Time Estimates” for tasks as part of Bid Solutions and Projects
Assist in new Product launches, identifying Hosting & Storage requirements and streamlined process.
Support a variety of project work and BAU activities as required.
Involves some site based work and travel.
Responds to requests for support in a timely manner and according to agreed SLAs and procedures
Ensures users and stakeholders are fully informed of progress and that corrective action is taken to avoid delays
Provide advice and support to both internal and external customers in order to deliver a high standard of customer care
Demonstrate a professional and flexible attitude to ensure that customer expectations are met.
Adopts the ITSS Communication Principles and standards for all communications with those outside the Network Services department
Proactively notifies customers and stakeholders of any deviation from agreed plans, activities and tasks.
WHAT WE ARE LOOKING FOR
Essential Technical Knowledge, Skills and Experience
Experience within a mature Shared Service or Commercial IT Services operation
Ability to diagnosis faults across technologies & platforms and escalate to rectifying faults within strict SLAs
Experienced in the monitoring and maintenance of internal IT servers, systems and platforms
Excellent customer focus skills with a service-orientated approach
Strong communicator both written and verbal
An eye for technical detail and a “completer/finisher”
Methodical and self-disciplined with flexibility and a willingness to learn new skills
Computer literate across all Microsoft office and Windows
Basic Health and Safety awareness to ensure a safe working environment at all times
Display positive behaviours that can effectively influence across multiple teams to achieve company goals
Prepared to undergo Security Clearance processes as required.
Able to provide technical test and contingency plans as a part of patch and update change requests
Prepared to work extended or flexible hours with some evening work required.
Experience of configuration and maintenance across storage and hosting platforms and technologies
Desirable Technical Knowledge, Skills and Experience
Windows Server experience or certification in areas including AD, Group Policy, Email
Experience in the support and maintenance of servers and virtual environments
Experience with configuring and maintaining monitoring tools and systems (e.g. SCOM)
Experience configuring Linux and Windows operating systems
ITIL Foundation Level as a minimum
Experience operating in a change control and configuration management environment
Ability to competently act as the technical point contact of escalation for incidents
The ability to Investigate potential future technologies and solutions that may benefit IT
Experience of using Project Management, Time Recording and Service Management Toolsets (e.g. ServiceNow, Remedy, LANDesk, WorkFront, etc)
Experience of data and server migrations and site setups and mobilisations.
ABOUT THE COMPANY
Interserve's vision is to redefine the future for people and places. We are one of the world's foremost support services and construction companies, operating in the public and private sectors in the UK and internationally. We offer advice, design, construction, equipment, facilities management and front-line public services. Interserve is based in the UK and is listed in the FTSE 250 index. We have gross revenue of £3.6 billion and a workforce of 80,000 people worldwide.
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