Qureos Mentor

DAVIES

<div><h3 class="jobSectionHeader"><b>Description</b></h3><div><br>
As a Technical Operations Analyst, this role is crucial in ensuring the smooth operation and reliability of IT services and infrastructure. Your responsibilities bridge both proactive measures to prevent service disruptions and providing the required technical support and expertise to the Service Operations Team to aid ticket and problem resolution.<br>
</div><div>The Technical Operations team adopt an automation-first, problem management-focused mindset for ticket management and resolution, focussing on addressing the root cause of issues not just the symptoms, to prevent repeat occurrences. This role is essential in providing technical resolutions to tackle underlying issues.<br>
</div><div>In this role, you'll actively contribute to the culture of continual improvement, consistently seeking opportunities to enhance tech, processes and procedures for overall efficiency and effectiveness.</div><h3 class="jobSectionHeader"><b><br>
Key Responsibilities</b></h3><br>
<ul>
<li>
Use monitoring tools to continuously manage the health of the IT services and infrastructure, identifying potential issues before service disruption occurs.</li>
<li>Perform capacity management by analysing trends to help forecast future needs.</li>
<li>Plan and carry out approved changes, with CAB approval when required, ensuring implementation is completed with no unplanned service disruption.</li>
<li>Carry out Ticket resolution through the ITSM tool in line with Service Management Processes and Procedures, taking ownership and seeing issues through to resolution.</li>
<li>Reduce repeat IT issues by driving the resolution of problems rather than addressing individual issues</li>
<li>Produce and review Knowledgebase articles to ensure that common issues/requests can be resolved by multiple colleagues with consideration to whether resolution can be achieved by Service Operations Analysts or potentially the end user/customer themselves.</li>
<li>Provide technical expertise and fault diagnostic skills for a range of key technologies to lead incident resolution activities, including Major Incidents, where required</li>
<li>Work with other Technical Operations Analysts to supplement knowledge when resolving complex incidents along with seeking advice and guidance from Senior Technical Leads or members of other IT teams when required.</li></ul><br>
<h3 class="jobSectionHeader"><b>
Skills, Knowledge &amp; Expertise</b></h3><div><br>
Technical capabilities:</div><ul>
<li>Experience working in a large-scale Enterprise environment to support the operation of highly available and secure IT services to highly regulated industries</li>
<li>Experience working in an Enterprise environment following ITIL processes managed through ITSM tooling such as ServiceNow.</li>
<li>Proven experience and understanding of some or all of the following technologies across IT Infrastructure and end user computing:</li>
</ul><div><ul><li>Windows Server Operating Systems from 2012 onwards</li></ul>
<ul><li>Windows desktop Operating Systems from Windows 10 onwards</li></ul>
<ul><li>Microsoft Active Directory and EntraID for both user/group management and Group Policy configuration</li></ul>
<ul><li>Email technologies including Microsoft Exchange and M365 along with additional security tooling such as Mimecast of Microsoft Purview</li></ul>
<ul><li>Virtualisation platforms both on-prem and cloud &ndash; primarily VMWare (on-prem) and Azure (cloud)</li></ul>
<ul><li>Patching and configuration management tools/MDM - ideally Microsoft SCCM and Intune</li></ul>
<ul><li>Server hardware management &ndash; ideally HPE and/or Cisco UCS</li></ul>
<ul><li>Enterprise storage management (SAN/NAS)</li></ul>
<ul><li>Wired and Wireless networking infrastructure &ndash; ideally Cisco including Meraki</li></ul>
<ul><li>Network security technologies &ndash; firewalls, loadbalancers, web filtering, VPN</li></ul>
</div><ul><li>Ability to perform standard tasks across a broad range of systems, working from documented procedures to ensure cross-cover for the range of technologies</li>
<li>Ability to diagnose common issues across applications deployed on Windows servers (firewall issues, services failing to start etc).</li>
<li>Proven understanding of networking concepts including switching, routing, DNS, DHCP, VLANs, VPN.</li>
<li>Proven ability to use monitoring tools, such as SolarWinds, extracting logs and metrics for analysis of incidents along with proactively identifying and avoiding future risks to service</li>
<li>Experience of scripting tools, ideally Powershell, for efficient management of systems and automation of common tasks</li>
<li>Experience running standard backup and restore tasks with Enterprise backup systems such as Veeam and Commvault is essential whilst ability to manage and maintain the underlying backup platform is desirable</li>
<li>Understanding of SQL database servers is desirable</li></ul><br>
<h3 class="jobSectionHeader"><b>
About Davies</b></h3><div>
We are a specialist professional services and technology firm, working in partnership with leading insurance, highly regulated and global businesses.<br>
<br>
We help our clients to manage risk, operate their core business processes, transform and grow. We deliver professional services and technology solutions across the risk and insurance value chain, including excellence in claims, underwriting, distribution, regulation &amp; risk, customer experience, human capital, digital transformation &amp; change management.<br>
<br>
Our global team of more than 8,000 professionals operate across ten countries, including the UK &amp; the U.S. Over the past ten years Davies has grown its annual revenues more than 20-fold, investing heavily in research &amp; development, innovation &amp; automation, colleague development, and client service. Today the group serves more than 1,500 insurance, financial services, public sector, and other highly regulated clients.</div></div>

Technical Operations Analyst

<div><h3 class="jobSectionHeader"><b>Description</b></h3><div><br>
At Davies, we rely on our IT systems to power the solutions that help consumers around the world. We&rsquo;re seeking an experienced IT support person to join us on this journey, using their technology skills to make us even more efficient. In this role, the support person will oversee IT systems and assets, assist with upgrades and fixes, and provide training and support as needed.</div><h3 class="jobSectionHeader"><b><br>
Key Responsibilities</b></h3><br>
<ul>
<li>
Carry out Ticket resolution through the ITSM tool in line with Service Management Processes and Procedures, taking ownership and seeing issues through to resolution</li>
<li>Reduce repeat IT issues by driving the resolution of problems rather than addressing individual issues</li>
<li>Provides on-call support to Davies colleagues, with 50% of the role dedicated to voice support (both inbound and outbound).</li>
<li>Liaising with other business and IT Teams, where necessary to implement permanent fixes and solutions</li>
<li>Manage business communications relating to your service(s) throughout the lifecycle of any issue</li>
<li>Coordinate and facilitate Major Incidents relating to your service(s)</li>
<li>Continually review and maintain all service-related knowledge to ensure it accurately reflects processes, procedures and technologies, thereby helping in the prevention of tickets</li>
<li>Facilitate a seamless transition of any changes relating to their service(s). This involves ensuring minimal disruption to the user experience while also effectively embedding the knowledge and expertise within the teams into the operational processes</li></ul><br>
<h3 class="jobSectionHeader"><b>
Skills, Knowledge &amp; Expertise</b></h3><br>
<ul>
<li>
3+ Year Experience</li>
<li>Be a good problem solver with proven ability to diagnose and resolve issues.</li>
<li>Have good analytical skills, be methodical and accurate and show great attention to detail.</li>
<li>Have excellent verbal and written communication skills with the ability to articulate complex ideas in a clear and concise manner.</li>
<li>Excellent customer service</li>
<li>Hands on&rsquo; approach and a willingness to learn</li>
<li>Demonstrate teamwork - Contributes actively to an environment in which colleagues work cooperatively</li>
<li>Proven experience and understanding of all windows operating systems and Active Directory Management</li>
<li>Good working knowledge and experience of Office 365/Administration</li>
<li>Experience administering the Office365 suite (Office, Teams, SharePoint, OneDrive)</li>
<li>Understanding of PC hardware diagnosis, set-up, and configuration</li>
<li>Good working knowledge of LAN/WAN principals and TCP/IP protocols</li>
<li>Understanding of PC/Server hardware set-up and configuration</li>
<li>Knowledge of Telephony systems</li>
<li>Mobile Device Management</li>
<li>Creating/Amending Mailbox Groups within Microsoft Exchange Online</li>
<li>General printer knowledge</li>
<li>ITIL4 foundation or above</li></ul><br>
<h3 class="jobSectionHeader"><b>
About Davies</b></h3><div>
We are a specialist professional services and technology firm, working in partnership with leading insurance, highly regulated and global businesses.<br>
<br>
We help our clients to manage risk, operate their core business processes, transform and grow. We deliver professional services and technology solutions across the risk and insurance value chain, including excellence in claims, underwriting, distribution, regulation &amp; risk, customer experience, human capital, digital transformation &amp; change management.<br>
<br>
Our global team of more than 8,000 professionals operate across ten countries, including the UK &amp; the U.S. Over the past ten years Davies has grown its annual revenues more than 20-fold, investing heavily in research &amp; development, innovation &amp; automation, colleague development, and client service. Today the group serves more than 1,500 insurance, financial services, public sector, and other highly regulated clients.</div></div>

Service Operations Analyst

Join DAVIES and explore 2   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

DAVIES

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Technical Operations Analyst

Service Operations Analyst