IT Infrastructure Analyst
20 September by Canada Life International
Reference ID: 205684
Duration:
Unspecified
Salary: Unspecified
End Date: 4 Oct 2024
Job Description
12 Month Fixed Term Contract Job Purpose To maintain and improve the systems
infrastructure to ensure all users experience minimum disruption to the online
day whilst delivering continuous system improvements. To provide excellent
customer service in relation to 2nd line support to all CLI staff in line with
the agreed IS Managers service level agreements. Ensure that the high-quality
standards of analysis/Customer Service and solution implementation are
maintained, identifying training requirements where necessary. Key
Accountabilities Perform 2nd line incident management on supported products and
services. Provide 1st line support cover for the Helpdesk as and when required.
Using combination of technical knowledge, analysis and skills with reference to
procedures and guides, perform classification, initial support, investigation,
diagnosis, resolution and recovery of incidents. Complete 75% First time
resolution on Incidents and SRA's. Assign incidents to appropriate 2nd & 3rd
line teams. Perform incident queue management procedures. Adhere to Quality
Program guidelines during incident lifecycle. Collect trending information in
support of Problem Management Process and provide to the Infrastructure Manager
IoM. SAR Co-ordinator and I.S Security Admin for IoM systems. Raise tickets
through Service Now were appropriate. Effectively manage your own workload and
engagement to progress and deliver against Request for Service and Incident
Objectives to agreed SLA's. Effectively engage with the Incident Management
Process, resolving 1st & 2nd line support issues. As detailed in the daily check
lists, perform all required daily, weekly, monthly checks and raise incidents,
or notifications to appropriate support teams Provide Out of Hours support and
be part of the on-call rota throughout the year. Ensure any modifications to
production environments are logged through change management. Must be very much
a team player & also able to work on their own. Ensure procedural documentation
is kept up to date or created where necessary. Participate in the annual
Disaster Recovery test. Seek support from Senior technical team members to
ensure any critical system changes are thoroughly checked before implementation.
Seek support from Senior technical team members to ensure your technical
development, ensuring that you gain the knowledge and skills of existing & new
systems. If you are interested in this role, please apply via the below link:
https://life-careers.com/canadalife/job/Douglas-IT-Infrastructure-Analyst/1122737001/