IT Operations Centre Analyst

The analyst will also be responsible for the management of 3rd party suppliers and internal teams to ensure that downtime notice or planned maintenance from these suppliers is communicated to the wider IT Team using Incident and/or Change Management procedures.

The role also has an element of project work which would require the analyst to partner with other BAU/Project teams in the implementation/delivery of additional infrastructure that comes into the remit of the ITOC.

We have 2 shift patterns available

Shift one Mon - Fri: 06:00-14:00

Shift two Mon - Fri: 14:00-22:00 Saturday (one in five): 07:00-15:00

What will you deliver?

• Ensure that Equans UK IT Services are being proactively & re-actively monitored
• Planning and scheduling of server/switch/firewall patching within the defined patching windows
• Ensure scheduled review of Back-Up logs, taking the necessary steps to address failures
• Escalate and manage incidents to ensure quickest service restoration time
• Take ownership, triage and take through to resolution, issues that have been escalated, pulling in suppliers and internal resolver groups where necessary
• Configuration of tool-sets to optimise operations and to incorporate new CIs brought into scope
• Analyse potential trends to drive down repeat incidents
• Instigate Major Incident Management when required as part of a Equans (UK) IT Incident Management Process
• Work closely with Support Teams to coordinate patching schedules
• Work closely with IT Change Management to ensure the correct approval and visibility of the team's scheduled and unscheduled activities
• Work closely with Service Transition to ensure an ever-changing scope is captured within the tool-sets and team's activities
• Work closely with Change Management to ensure that the ITOC are aware of IT de-commissioning or IT commissioning and ensure that this is captured in the current monitoring/patching tools used within the ITOC team.
• Work closely with management team, ensuring that management are kept aware of any issues.
• Overall responsibility for the team's incident queue within the Service Management tool
• Ensure a series of defined proactive daily checks are undertaken with appropriate action taken when required
• Be responsible and "own" reporting patching progress on a daily/weekly/monthly basis and ensure that reporting dashboards are continually improving.
• Responsible for correct escalation of incidents to the appropriate 3rd party provider or internal resolver group
• Define fault finding procedures within the team
• Identify and implement service improvements based on service trends and feedback from the team interfaces

Do you have experience in Windows?, * Excellent communication skills

• Identifies, confronts and overcomes barriers to successful completion of a task or project
• Identifies patterns and can help develop solutions
• Ability to influence and use tactful assertiveness to achieve required goals
• Attention to detail: applying quality standards to all tasks undertaken and ensuring that nothing is overlooked
• Able to identify gaps in the available information required to understand a problem or situation and devising means of remedying such gaps
• Goal orientation: maintaining focus on agreed objectives and deliverables whatever the circumstances
• Ability to asses complex issues by establishing the points of relevance allowing a solution to be delivered.
• Organisational awareness: understanding the hierarchy and culture of the organisation
• Meet targets and fulfilling agreements even under adverse circumstances
• Keeps knowledge current and shows commitment to continuous learning

Ability to work as a team member with a strong focus on outcomes that ensure best results for the business

Equans is looking for an IT Operations Centre Analyst to join our team in Newcastle on a permanent basis. This is a full-time role working 37.5 hours per week. On offer is a competitive salary and benefits package.

As a member of the wider Infrastructure & Operations team, the IT Operations Centre Teams main deliverables are the proactive monitoring and patch management of EQUANS(UK) IT Services across a multi-tenant environment encompassing on premise Data centres, AWS, Azure and multi-site located Microsoft Window devices in accordance with policies and procedures that EQUANS(UK) adhere to., On offer is a competitive salary and benefits package, which includes;

• 25 days annual leave (+ public holidays)
• Life Cover equivalent to 1.5 times annual salary
• Employee discount shopping schemes on major brands and retailers
• Gym membership discounts
• Cycle to work scheme
• Holiday purchase scheme
• 2 corporate social responsibility days per year
• Broad range of learning opportunities, such as professional qualifications, collective/individual training, and personalized support programmes
• Attractive Employee Referral Rewards Scheme
• Access to our growing employee networks including AccessAbility (representing those with physical and mental disabilities), Encompass (representing the LGBTQ+ community), RISE (representing people from ethnic backgrounds), WOMEN TOGETHER (representing women in Equans), Working Parents, and Young Professionals.
• 24/7 Employee Assistance Program and access to mental wellbeing app

Equans is a world leader in energy services with nearly 100,000 employees working in more than 50 countries, with an annual turnover of over 17 billion euros. In the UK & Ireland, Equans is a provider of technical, FM, regeneration and energy services - with specialist capabilities in smart buildings, green mobility, district & embedded energy and decentralised renewables. Equans' 13,500 UK & Ireland employees combine these activities to help businesses, public sector organisations and government to embrace the energy transition towards net zero, and also the digital & industrial transitions that are redesigning the way we move, work and live. Equans is a Bouygues group company. What's next? If this role is of interest to you, please click below to register, apply, and track your progress! A member of our Resourcing Team will review your application and be in touch. As part our commitment to better reflect the markets within which we operate, we encourage applications from women, ethnically diverse individuals and people with disabilities, along with all candidates who identify with protected characteristic groups under the Equality Act 2010. At Equans we're committed to delivering a culture where everyone's voice is heard and supported. We know the value a diverse workforce creates, delivering better results for our people, customers, and stakeholders. Diversity and inclusion is at the core of what we do, should you join Equans you'll find a welcoming and open workplace where you're supported and encouraged to be your true self at work. You'll also have access to our growing employee networks including AccessAbility (representing those with physical and mental disabilities), Encompass (representing the LGBTQ+ community), RISE (representing people from ethnic backgrounds), WOMEN TOGETHER (representing women in Equans), Working Parents, Young Professionals, Veterans and Reservists Network (VaR).