Layer : P2A Title: Bridge Operations Analyst Key Objective The objective of the Shift Analyst is to undertake work based on the Shift Task List and to identify, communicate and escalate (in conjunction with the Shift Leader) any issues that arise during the period of the shift. Tasks will include: a. Co- ordination of major incidents during shift b. Detailing of shift take- on and hand- over duties c. Delivery of assigned tasks to agreed quality on shift period d. Production of regular shift reports for Operations Team Leader and managers e. Production of regular fault reports as directed by Operations Shift Leader Position Objectives and Expectations General a. Fault management, escalation and reporting of operational outages on all monitored services b. Identification of faults and prioritization of criticality c. Escalation to level- 3 groups and management of problem through to closure d. Maintenance of service documentation e. Execution of defined procedures, and improvement where procedures are weak f. Good verbal and written communications Reporting a. Shift morning status reporting summaries b. Shift handover summary reviews c. Contribute to weekly problem reviews and problem frequency analysis reports d. Contribute to weekly availability reporting (uptime by service, application and/ or server) e. Contribute to other management reporting as directed by the operations manager f. Maintenance of systems book and detailed event handling information application by application Team Summary a. The Operations Analyst will report to the Operations Team Leader and perform duties as directed. b. The Operations Analyst will also indirectly report to Operations Manager. c. Personal d. Success e. Characteristics f. Good communication skills g. Able to communicate effectively with team colleagues, at all levels and particularly with technical colleagues h. Able to function effectively in a matrix managed environment i. Able to communicate effectively with global colleagues Shift Analyst abilities a. Experience of working 24 hour shift rotational and operations shift work b. Able to operate well under pressure and to work to short- term timescales c. Flexible and able to respond to changing business requirements. Good technical knowledge on the broad area of Systems: a. Broad technical knowledge of server systems, hardware, networks and management of systems b. Broad knowledge in the application and use of management tools c. Knowledge of other current and emerging server technologies such as virtualization, and consolidation strategies Previous Experience Requirements a. 2+ Years experience of operational service delivery including: b. Knowledge of Microsoft systems technologies and best practices c. Knowledge & hand on experience of the monitoring tools such as d. System Centre Operations Manager e. HP SIM f. Solarwinds g. CommVault or Netbackup h. HP SIM etc Certifications preferred a. ITIL- Certified b. Proven experience & understanding of IT Systems Administration c. Knowledge on NetBack d. Knowledge on CommVault Technical Educational Requirements a. Current skills i.e. proven use of relevant technical skills in their current job b. Reports To: Team Lead c. Hours of work: Split or shared shifts as follows d. 24/ 7 rotational shift e. Location Microland, Bagmane World Technology Center Graduate in any degree.