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Job description

Role Responsibilities:

• Develop a good understanding of the activities required to execute Service Management functions.
• Follow all guidelines and controls for the relevant processes to ensure compliance and quality.
• Undertake specific functions within the relevant Service Management process as identified for the specific Service Management area.
• Participate in regular meetings with stakeholders, prepare and document meetings, track progress.
• Collect, interpret and respond to changes in production data, as appropriate.
• Track the implementation of resolution tasks.
• Provide regular and reliable reporting of relevant data to meet management requirements.
• Understand thoroughly the end-to-end application support process and escalation procedures, become fully conversant with all support tools that will be used to provide effective support in the relevant area (i.e. service operations).
• Maintain an end-to-end view of the application and infrastructure landscape.
• Provide feedback and communicates results to stakeholders.
• Provide input and contribute to Service Management related audits.
• Engage with other Service Management groups to understand business requirements.
• Perform review of specifications.
• Collect, analyse and produce metrics on process data for KPIs to find out improvements.
• Identify risks and issues related to the area.
• Provide governance to ensure appropriate planning and reporting.

Areas of Specialty:

• Service Operations Management
• The Service Management Analyst with focus on Service Operations will be responsible for undertaking Service Operation support activities including run book, incident and problem resolution where these have been assigned.

Experience/Exposure:

• +1 yrs experience in IT in large corporate environments, specifically in the area of controlled production environments or in Financial Services Technology in a client-facing function
• +2 yrs of programming experience, specifically in writing and maintaining configuration and deployment scripts in languages(i.e., PERL or Shell)
• +1 yrs practical experience of end to end configuration management
• Experience of run-book execution
• Experience of supporting complex application and infrastructure domains
• ITIL / best practice service context
• Profound analytical skills
• Ability to work in virtual teams and in matrix structures
• Working knowledge of incident tracking tools (i.e. Remedy, Heat etc.)

Education/Certification:

• Bachelor Degree from an accredited college or university with a concentration in IT or Computer
• Science related discipline (equivalent diploma or technical faculty)
• ITIL V3 foundation certification (preferred)
• Key Business Competencies Proficiency Level (1 to 5)
• Communication P2 - Basic
• Financial Management P2 - Basic
• Innovation P2 - Basic
• Managing Complexity P2 - Basic
• Product Knowledge (internal & external) P2 - Basic
• For internal use only
• Risk Management P2 - Basic
• Key Technical Competencies Proficiency Level (1 to 5)
• Business Continuity / Disaster Recovery P2 - Basic
• Operational Management P3 – Experienced

Job Types: Temporary contract, Fixed term contract
Contract length: 12 - 18 months

Pay: £180.00-£230.00 per day

Schedule:

• Day shift
• Monday to Friday

Ability to commute/relocate:

• London: reliably commute or plan to relocate before starting work (required)

Work Location: In person