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Keywords / Skills : Wintel Analyst, , Wintel admin, Windows admin, Vmware, Windows server, Citrix, Active Directory, Microsoft Exchange Administration 2010, Office 365 / Azure / AWS, Microsoft System Centre, DNS management,

3 - 3 years
Posted: 2019-07-18

Industry
Banking/Financial Services
Function
IT
Role
Other Software/Hardware/EDP
Job Type
Earliest joing date:
18th Jul 2019
Billing rate:

per year
Posted On
18th Jul 2019
Job Ref code
70586880
Job Description
To deliver a robust and responsive service along with technical expertise within a 2nd & 3rd line support team. Role provides 2nd and 3rd line technical support and advice function for both internal Threadneedle users and external business partners, across all Threadneedle's platforms and services.

Incident and Request Management
• Take ownership of Incidents and Requests assigned to the team ensuring they are completed within SLA.
• Identify and implement key service improvements to ensure an effective and efficient Incident and Request management process.
• Communicate effectively to both internal and external users.
• Escalate and manage incidents with the potential to cause an extended service outage, or where service levels are not being met, according to procedures in place.
• Ensure incidents and requests are:
- Accurately record resolution of Incidents and Service Requests to quality standards ensuring the information provided is sufficient for future investigation.
- Accurately record and prioritise Incidents and Service Requests against suitable SLAs and resolution targets.
- Aim to restore normal service operation as quickly as possible through the investigation, diagnosis and resolution of incidents where possible.
- Continually monitor internal Wintel queues for new requests.
- Escalate incidents with the potential to cause an extended service outage, or where service levels are not being met, according to procedures in place.[SG1]•Identify candidates for Problem Management and feed into the Problem Management process.

Technical Support
•The Wintel Team will provide support across the following technologies:
• Windows Server 2012 / 2012 R2, 2016
• Hyper-V 2012 / 2012 R2 / 2016 (Server Core)
• Active Directory
• Microsoft Exchange Administration 2010
• Office 365 / Azure / AWS
• Microsoft System Centre (SCVMM, SCCM, SCOM and SCORCH)
• CommVault
• PowerShell scripting
• Managing certificates (PKI)
• DNS management (Internal & external)
• SAN Storage administration
• Telephony (Lync and Cisco technologies)
• Remote Support Tools
• Basic Network Support
• Datafeeds
• ZScaler
• F5

All technologies in use across ColumbiaThreadneedle
Team Role•Actively monitor the teams’ workflow to ensure all incident and requests are completed within SLA. [SG2]
• Assist and have input into maintaining CTI’s service catalogue and knowledge base to enable the prompt resolution of incidents, support and administration requests within agreed service levels.  Keep abreast of evolving CTI technologies and identify potential opportunities for learning.
• Knowledge share across different tiers of support aiming to maximise the first-time fix rate at the CTI Service Desk
• Through the effective use of a knowledge base, ensure sharing and transfer of knowledge both within the immediate team and across other teams within CTI IT Service Delivery.
• Where appropriate, ensure support and maintenance provided by 3rd party suppliers and contractors is delivered within agreed service levels.
• Identify cost effective opportunities for improvement and recommend solutions to meet customer and user requirements, where appropriate.
• In agreement with the Wintel Team Lead, look for opportunities for team development in a manner consistent with company policy and procedures
• Develop internal team processes to ensure the integrity and quality of the service provision is maintained. Where possible, look for and propose opportunities to improve these at all times.
• Participate in a rota system to provide cover between 07:00 and 1800 Monday to Friday (as appropriate).
• Participate in an on call rota to provide 24x7 support
• Overtime as required, e.g. (power down, out of hours fixes for production environment).
• Escalate situations arising from customer complaints to the IT Service Manager.
• Work closely and build good working relationships with our American partners.

• 3-5 Years of experience.
• Understanding of ITIL processes.
• Including Incident, Change configuration and Problem management.
• Infrastructure Appreciation.
• A good level understanding of CTI’s infrastructure and how it supports the business.
• Technical Skills:
  • A broad appreciation of technologies and challenges faced within an IT department, including:
  • Windows Server 2012 / 2012 R2, 2016
  • Hyper-V 2012 / 2012 R2 / 2016 (server Core)
  • Active Directory
  • Microsoft Exchange Administration 2010
  • Office 365 / Azure / AWS
  • Microsoft System Centre (SCVMM, SCCM, SCOM)
  • CommVault
  • PowerShell scripting
  • Managing certificates (PKI)
  • DNS management (Internal & external)
  • SAN Storage administration
  • Telephony (Lync and Cisco technologies)
  • SolarWinds
  • Basic Network Support
  • Zscaler F5
  • Datafeeds
 • Business Appreciation - A high level understanding of the Financial Industry with experience of working in a high pressured environment.

• Microsoft certification.
• ITIL Foundation certificate.
 

14625BR

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