IT Operation Support Analyst in Warrington, Cheshire

IT Operation Support Analyst

Role overview

To provide a proactive and reactive technical support service to achieve customer satisfaction as required across potentially different customer environments. In this role, you will work as part of a team to manage and facilitate the resolution of technical issues in a timely and effective manner, ensuring minimum business impact in accordance with KPI's and SLA's.

The IT Operations Analyst is responsible for providing a Smart Hands and Eyes Support Service to:

support, maintain and manage the ICT infrastructure in our customers datacentre or technical equipment room, you are likely to be based onsite at the customers premises in Warrington during regular core working hours Some travel to other sites for this specific customer in the Seascale vicinity and cover for other customers within driving distance from Warrington may also be required.

There may be a requirement to work out of hours for scheduled activity, for example: Datacentre shutdowns, server implementation etc. Alas, there may be a requirement to provide some on call cover.

Responsibilities:

Datacentre Operational Success

* Proactive and reactive IT support.
* Facilitate and control physical access to the customers datacentre.
* Liaise with the customers facilities management supplier ensuring physical hosting facilities remain within tolerance for power and colling provision.
* Provide asset management information in accordance with the customers IT Hardware Asset Management Policy.
* Schedule mechanical and electrical maintenance activities.

Infrastructure Storage

* Support, under the guidance of our clients partner company, the provision of enterprise storage and services in the customers datacentres and infrastructure rooms.
* Support our clients partner company in managing and maintaining the customers storage arrays and SAN for multiple tiers of storage.
* Support our clients partner company in keeping components of the customers storage design within manufacturer support.

Virtualisation Platforms

* Support our clients partner company in maintaining all virtualisation platforms within manufacture support.

Backup and Recovery Service

* Support our clients partner company in managing all customer data in accordance with customer specified retention policies.
* Support our clients partner company in restoring customer business applications.
* Support our clients partner company in executing backup, recovery, and failover tasks.

Server Builds

* Support our clients partner company in building physical servers and virtual machines.
* Support our clients partner company in managing all patching and software updates to avoid downtime during core service hours.

Asset Refresh

* Support our clients partner company in executing tasks related to the customers asset refresh process.

Business Continuity

* Support our clients partner company in testing business continuity testing.
* Interact with other Customer support teams to resolve issues.
* Monitor, manage and resolve logged issues to a satisfactory resolution.
* Ensure regular and timely response based on customer's SLAs to email and telephone assistance requests, keeping stakeholders informed of problem

resolution timeline and action plans.

* Identify and respond to situations that require a high sense of urgency and identify when escalation of issues is required.
* Follow through on commitments made to stakeholders.

Experience:
* 4+ years appropriate IT background and experience
* Datacentre support provisioning including but not limited to:
* Carrying out storage (storage arrays / SAN / NAS), back-up and recovery activities - ESSENTIAL
* Supporting business continuity planning and testing
* Device driver and firmware management
* Device patching
* Management of tape drives - ESSENTIAL (LTO6 and LTO8 would be advantageous)
* Appropriate customer facing/user support experience - Level 1 and 2
* Demonstrable experience in supporting Windows Server technologies OR Unix / Linux - ESSENTIAL
* Infrastructure hardware support - ESSENTIAL
* Server Builds - ESSENTIAL

Disclaimer:

This vacancy is being advertised by either Advanced Resource Managers Limited, Advanced Resource Managers IT Limited or Advanced Resource Managers Engineering Limited ("ARM"). ARM is a specialist talent acquisition and management consultancy. We provide technical contingency recruitment and a portfolio of more complex resource solutions. Our specialist recruitment divisions cover the entire technical arena, including some of the most economically and strategically important industries in the UK and the world today. We will never send your CV without your permission.