Infrastructure Operations Analyst

Infrastructure Operations Analyst

We are seeking a Leeds based Infrastructure Operations Analyst to join our team. We are committed to diversity, inclusion and equality of opportunity as we attract, retain and develop world class talent.

Who We Seek

Our merit based culture suits professionals in pursuit of boundless careers and lives. Beyond their acumen, team members are collaborative and conscientious, bringing a healthy sense of drive and purpose to each interaction and to all aspects of their work.

About the Role

The Infrastructure Operations Analyst reports to the Infrastructure Operations Manager and supports the Infrastructure Operations team. They will be responsible for proactively monitoring the Maples Group internal systems using the company monitoring tools, ensuring all system monitoring alerts are processed in a timely manner, managing incidents and changes appropriately. This role requires a 4 on 4 off shift pattern comprising two 12 hour days and two 12 hour nights, including bank holidays as the team covers 24x7 365 days a year.

Primary responsibilities include:

• Monitoring of the Maples Group internal systems using the company monitoring tools
• Raising and managing incidents via the ITSM system and other BAU tasks
• Ensure all system monitoring alerts are processed in a timely manner
• Ensure all incidents and changes are dealt with appropriately
• Provide a professional service at all times
• Ensure that all customer problems are resolved to a satisfactory conclusion
• Ensure all incident OLA and SLA's are met
• Work in collaboration with other departments within the business
• Be a resource to the infrastructure team
• Ensuring the team's knowledge base is kept up to date

What You Bring

In addition to indisputably high ethical standards and autonomy, the ideal candidate possesses the following:

• Bachelor's degree in Computer Science or equivalent, or experience working in IT
• Ability to work under pressure whilst demonstrating a positive approach to work
• Excellent communication skills (verbal, written and listening) including an excellent telephone manner and strong customer service skills
• Logical approach to troubleshooting, diagnosing and resolving problems
• Experience of incident management on an ITSM system
• Understanding of the creation of knowledge base documentation
• Experience and an understanding of Windows Server 2016 onwards, Microsoft SQL Server 2019 onwards, Microsoft Office and Network Technologies (WAN/LAN) and Remote Access
• Knowledge of system monitoring tools i.e. Microsoft System Center Operations Manager, SolarWinds, Datadog and Squared Up

Benefits & Rewards

• Comprehensive health coverage (medical, dental and optical)
• Competitive vacation packages
• Educational assistance and professional development programmes
• Savings or pension plan
• Life insurance
• Travel insurance
• Global mental wellness programme
• Sports clubs and social events