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Lead Infrastructure Support Analyst (full remote)

Hey Talent

Posted on Nov 2, 2021 by Hey Talent

London, United Kingdom
Immediate Start
£55k - £65k Annual


  • Minimum of 8+ years' hands-on technical knowledge of Linux/Unix technology platforms required, specifically platforms such as Oracle Cloud and Oracle/RedHat Linux Server, and also experience of Microsoft Windows Server, Network Management and Security
  • Can work with minimal supervision
  • Excellent verbal and written communication skills
  • Global customer remote support experience
  • Great team player. Ability and willingness to motivate and support others
  • Excellent analysis, troubleshooting and documentation skills
  • On call working will be required on rota basis
  • Flexible with working hours to align with workloads and covering other team members
  • Strong service improvement mentality with a desire and commitment to innovate and automate

Core Competencies:

Essential skills:

o Linux/Unix O/S management, support, patching & performance (Oracle/RedHat Linux, Solaris preferable)

o Microsoft Windows Server Management

o Good understanding of Unix Scripting

o Good understanding of Storage technologies (iSCSI, NFS)

o Good understanding of Oracle Technologies

o ITIL Best Practices (Incident/Change/Problem Management)

Desired skills:

o Degree or Diploma in computer science or related disciplines

o Good understanding in MS Windows Servers management, support, patching & performance

o Microsoft or Oracle related certifications

o MS PowerShell

o Networking knowledge (DNS, Linux iptables/Firewall, routing, IPSec VPNs, Cisco Switches and Access Point)

o Spacewalk

o Microsoft Azure

o Experience with ITIL Workflow tool - ServiceNow

o ITIL formal certifications

Roles and Responsibilities:

  • Manage Linux & Windows O/S environments including support, performance & monitoring, and patching
  • Ensure security standards are continually met
  • Take ownership of any assigned workload, and prioritise accordingly
  • Investigate and diagnose incidents, requests and problems accurately and effectively and in the framework expected according to the SLA
  • Efficient usage of technical scripts, diagnostic tools and a known error database is required
  • Regularly update the ITSM systems (Service Now) with clear and unambiguous actions and updates, and follow specific processes for communication
  • Implement workarounds or solutions to fix the problem, document the fix into known error database
  • Trigger escalation process immediately if required
  • Attend conference calls during high severity incidents; be clear and responsive during communications
  • Detect and initiate problem records, including initial categorization, classification and prioritization
  • Work across service lines for root cause analysis and problem resolution
  • Prepare change plans, work closely with Change Management Team and implement all change requests timely and accurately
  • Build strong working relationship with team members
  • Maintain a good awareness of the customers' business and in-depth knowledge of the customer's environment and support processes
  • Complying with the ITSM & SLA standards by observing the Incident Management life cycle processes
  • Be proactive to anticipate issues or situations which may impact service availability and critical response time, and take necessary mitigation steps escalating to management's attention, where appropriate
  • Lead the team to proactively identify, deliver & manage ongoing service improvement initiatives, including but not limited to:

o Tools
o Process
o Documentation
o Automation
o Technical operational standards
o Technical working practices

  • Ensure all support documentation is reviewed regularly and updated where appropriate and necessary
  • Eliminate any single points of failure by ensuring the team has the required skills to deliver against contractual obligations
  • Work with the Managed Services Transition team to ensure that new business take-on's are undertaken, effectively, comprehensively & on time
  • Take part in the team recruitment process to ensure quality of new hires
  • Provide technical input into the team performance review and management process

Reference: 1388429845

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